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.
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:
Scroll to the bottom of the chat window.
Click the "Take Control" button.
The composer will activate, allowing you to type and send messages manually.
The status is updated to Open and conversation will now be handled by you instead of the AI.
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
Click the assignee dropdown in the top bar of an open conversation and select a teammate.
From the Conversation List
Hover over a chat card and click the three-dot icon.
From the menu that appears, choose Assign, then select the member from the popup list.
You can search for teammates by name or ID in the assignment popup.
Once assigned, their name appears on the conversation, and they are notified.
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.
From the Conversation List: Hover over a chat card, click the three-dot icon, then select Set Status from the popup menu.
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
Click the three-dot icon (top-right of the chat header).
Select “Set Priority” from the dropdown.
The chat will now be flagged as priority in the list.
From the Conversation List
Hover over the conversation card.
Click the three-dot menu.
Choose “Set Priority” from the options.
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
Click on the Inbox dropdown at the top left of the Conversation panel.
Select + New Inbox.
In the “Create Inbox” modal:
Give your inbox a name (e.g., “VIP Clients”).
Click + Filter to start adding rules.
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
In any inbox view, click the filter icon at the top right of the conversation list.
Use the left panel to choose from:
Status: Open, Closed, Controlled
Platform: WhatsApp, Instagram, Web, etc.
Date: Today, Yesterday, Last 7 Days, Custom
Select one or more options.
Click Apply to filter results instantly.
User & Chat Details
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
A short description of the customer's behavior and preferences that you can edit to help agents understand them better.
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.
Form Data
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.
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.
Tags
Labels like "Customer Service" or "Priority" that help organize and route customers to the right team members.
Notes
Internal team notes about the customer including special instructions, observations, and important details with timestamps showing who wrote what.
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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