Agent Inbox

The Agent Inbox is where teams handle day-to-day customer conversations.

Main layout

The interface has three areas:

1. Sidebar: User and workload indicators
2. Conversation list: Open conversations and search
3. Message panel: Message history and actions

What agents can do

• Take unassigned conversations
• Send text and media files
• Use quick replies
• Add/edit conversation tags
• Edit contact details (name, notes, attributes)
• Transfer conversations to another group
• Close resolved conversations

Conversation states

Typical states visible to agents include:

• Unassigned vs assigned ownership
• Waiting for customer vs waiting for agent
• 24-hour care window active/expired indicators

New outbound conversation

Agents can start a new outbound conversation from New → New Conversation using:

• Existing contact from Phonebook
• Approved template
• Template variables (if required)

Permissions

If an agent does not own a conversation, Kewbot can block message access until the case is taken or transferred according to group rules.

Best practices

• Use tags consistently for reporting.
• Keep contact notes clear and short.
• Close resolved conversations to keep queues clean.
• Use templates when the 24-hour window has expired.

Screenshot coming soon.