# Conversational Inbox

The **Conversation Inbox** is the beating heart of the **Interactions** module in Angoor.ai designed to unify, streamline, and scale all your customer conversations across channels.

In today’s world of fragmented touchpoints, customers may reach you via WhatsApp, Instagram, or a contact form  and expect immediate, contextual, and human responses. The Inbox brings it all together on a single screen.

## Inbox Layout Overview

The Inbox is divided into four key sections to help you manage conversations efficiently:

* **Conversation List-** Scan all incoming chats across channels with quick access to status, tags, and priority.
* **Chat Window-** Your main space for real-time conversations — see replies, product suggestions, and AI responses in flow.
* **Chat Info Controls -**Update conversation status, assign agents, or switch views — right from the top.
* **User Info Panel-** Complete customer context, including contact details, tags, past tickets, and form data — always visible, always relevant.

<figure><img src="/files/AVew6LunomhMkrnOYG54" alt=""><figcaption></figcaption></figure>

## Starting New Conversations

### For all channels other than WhatsApp

Starting a new conversation on platforms like Instagram, Email, or Webchat is frictionless:

* Click the  + New Chat button at the top of the Conversation List.
* Select a channel from the dropdown.
* Enter the user’s contact details or select an existing user.
* Draft your message or choose a saved template.
* Hit Send and you're live.

> All non-WhatsApp channels support free-form messaging. You can attach media, send products, or insert quick replies instantly.

### For WhatsApp Channel

WhatsApp is a consent-based channel. To start a new conversation with a user:

* Click  + **New Chat** and select **WhatsApp**.
* Choose a user from your database (or import one with an opt-in record).
* Select a **pre-approved WhatsApp template** to initiate the message.
* Add any dynamic fields if required (e.g. name, order ID).
* Send the message — the user can now reply freely for the next 24 hours.

#### **WhatsApp Messaging Rules**

* You can only send **pre-approved templates** on WhatsApp **unless the user messages you first**.
* Once a user messages you, a **24-hour session window** starts. During this time, you can send **any type of message** (normal or template) **for free**.
* Each time the user replies, the **24-hour window resets**.
* If **24 hours pass without a user message**, you can **only send approved templates** to restart the conversation.

## Managing Conversations

### Taking Control from an AI-handled conversation:

Angoor’s AI Agent automatically handles routine queries, greet users, and respond using your configured knowledge base, templates, or flows. However, agents can manually intervene at any time to take over the conversation when human input is needed.

To take control of an AI-handled conversation:

1. Scroll to the bottom of the chat window.
2. Click the **"Take Control"** button.
3. The composer will activate, allowing you to type and send messages manually.
4. The status is updated to **Open** and conversation will now be handled by you instead of the AI.

<figure><img src="/files/Ub7Cj4gB9Ap8kkpwH2NI" alt=""><figcaption></figcaption></figure>

> Once you take control, the AI will **stop responding automatically** unless the **conversation status is changed back to Open**.

### Assigning & Reassigning Chats

Chats can be assigned from **two main places**:

#### **From Within a Chat Window**

1. Click the **assignee dropdown** in the top bar of an open conversation and select a teammate.

<figure><img src="/files/tkYiDKtSYQlabdY4rYMw" alt=""><figcaption></figcaption></figure>

#### **From the Conversation List**

1. Hover over a chat card and click the **three-dot icon**.
2. From the menu that appears, choose **Assign**, then select the member from the popup list.
3. You can search for teammates by name or ID in the assignment popup.&#x20;
4. Once assigned, their name appears on the conversation, and they are notified.

<figure><img src="/files/7zqgR7cSQ6FxLEUQwpZ2" alt=""><figcaption></figcaption></figure>

Agents or managers can reassign conversations as needed, for workload balancing, escalations, or shift transitions.

> Select **Open** from the assign dropdown or popup. This action hands the conversation back to the **AI Agent.**

### Conversation Statuses

Chat statuses in Angoor help your team stay organized by tracking the current stage or ownership of a conversation. Each status reflects who is handling the chat — the AI or a human — and what kind of attention it needs.

#### How to Change Chat Status

You can update the status of any chat from:

* **Inside the Chat Window:**\
  Click the **status dropdown** in the top bar and choose from the available options.

<figure><img src="/files/OJpx058F2AlOYp6vJHXb" alt=""><figcaption></figcaption></figure>

* **From the Conversation List:**\
  Hover over a chat card, click the **three-dot icon**, then select **Set Status** from the popup menu.

<figure><img src="/files/R2GILiJfGA8O4YNFrb2i" alt=""><figcaption></figcaption></figure>

#### Available Chat Statuses & Their Use Cases

**Controlled**

* Indicates the chat is actively being handled by a **human agent**.
* You can take notes, assign tasks, or continue the conversation.
* Used when an agent is manually managing the thread.

**Open**

* The chat is currently managed by **Angoor’s AI Agent**.
* AI responds automatically using flows, KBs, or templates.
* Used for automation-led interactions, or when a human is not needed yet.

**Closed**

* The conversation is **complete** and doesn’t require further action.
* Used when the issue is resolved or the thread has gone cold.
* The chat becomes read-only and is archived from active views.

### **Priority Messages**

Some conversations demand faster response times — whether it's a VIP customer, a sensitive issue, or a high-value query. Angoor allows you to mark such chats as **Priority** so they stand out to agents and can be acted upon quickly.

#### How to Tag a Message as Priority

You can tag any conversation as priority in two ways:

**From the Chat Window**

1. Click the **three-dot icon** (top-right of the chat header).
2. Select **“Set Priority”** from the dropdown.
3. The chat will now be flagged as **priority** in the list.

<figure><img src="/files/VgRJfyWQ3GNqnVUvYE16" alt=""><figcaption></figcaption></figure>

**From the Conversation List**

1. Hover over the conversation card.
2. Click the **three-dot menu**.
3. Choose **“Set Priority”** from the options.

<figure><img src="/files/1wJvdScj09h5Fa3V7v82" alt=""><figcaption></figcaption></figure>

Once tagged, a **yellow star icon** appears on the chat card. This marker is visible in all views — filtered lists, inbox tabs, and search results.

#### Best Practices

* Use **Priority** for chats that are urgent, time-sensitive, or from high-value users.
* Don’t overuse the tag, reserve it for truly important conversations.
* Set up filtered **Inbox Views** to surface all Priority chats for your team.

### Creating a New Inbox

Custom inboxes help teams stay focused by organizing conversations based on specific criteria — like customer type, issue category, or channel. These inboxes live in the sidebar and act as saved filters that you can quickly jump to anytime.

#### How to Create a New Inbox

1. Click on the **Inbox dropdown** at the top left of the Conversation panel.
2. Select + **New Inbox**.

<figure><img src="/files/a7SxPCpdoUmSWSbdGVwN" alt=""><figcaption></figcaption></figure>

3. In the **“Create Inbox”** modal:

* Give your inbox a name (e.g., “VIP Clients”).
* Click **+ Filter** to start adding rules.

<figure><img src="/files/41LCvzv02iFlzoGMwmnD" alt=""><figcaption></figcaption></figure>

Once your rules are in place, click **Create**. Your new inbox appears under **All Chats** in the sidebar..

### Filtering Inside an Inbox

While custom inboxes help you group conversations, filters let you narrow down your view even further  right inside any inbox.

#### How to Filter Conversations

1. In any inbox view, click the **filter icon** at the top right of the conversation list.
2. Use the left panel to choose from:
   * **Status**: Open, Closed, Controlled
   * **Platform**: WhatsApp, Instagram, Web, etc.
   * **Date**: Today, Yesterday, Last 7 Days, Custom
3. Select one or more options.
4. Click **Apply** to filter results instantly.

<figure><img src="/files/eWffeibr2QkkGG2tUIDx" alt=""><figcaption></figcaption></figure>

## User & Chat Details&#x20;

The User Profile provides a comprehensive view of customer information, interaction history, and collected data to help agents deliver personalized support and service.

### **User Summary**&#x20;

A short description of the customer's behavior and preferences that you can edit to help agents understand them better.

<figure><img src="/files/2ZerSWuKhOfe9Or5Aujn" alt="" width="375"><figcaption></figcaption></figure>

### **User Details**

Basic contact information including location, phone numbers with app icons (like WhatsApp), email addresses, and social media accounts. You can edit these details when needed.

<figure><img src="/files/KVqqjKvm31zC7ZkCUtkL" alt="" width="375"><figcaption></figcaption></figure>

### **Form Data** &#x20;

Information collected from forms, chatbots, and previous conversations. This includes things like addresses, uploaded files, product interests, and other details organized in labeled sections.

> Forms automatically enrich user profiles and can pre-fill CRM fields for streamlined data management.

<figure><img src="/files/Gtj8oIGdBIBxuOVxz50o" alt="" width="375"><figcaption></figcaption></figure>

### **Ticket History**

A list of all previous support conversations showing whether they're open, closed, or in progress. Click any ticket to see the full conversation.

<figure><img src="/files/gF43kZpnCa3asDf31Y9B" alt=""><figcaption></figcaption></figure>

### **Tags** &#x20;

Labels like "Customer Service" or "Priority" that help organize and route customers to the right team members.

<figure><img src="/files/zno16stdzpiWA6fdgqjO" alt=""><figcaption></figcaption></figure>

### **Notes**

Internal team notes about the customer including special instructions, observations, and important details with timestamps showing who wrote what.

<figure><img src="/files/eaLAIo7Tq6M0PwfOzfhu" alt=""><figcaption></figcaption></figure>

### **Best Practices**

* Use tags consistently across your team for effective customer segmentation and routing.
* Add detailed notes for complex cases to ensure continuity across different support agents..


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