Reading your conversations in the Inbox

Inbox in the menu shows the conversations from every connected channel in one list, the most recently active first. Click a chat to open it beside the list; on a phone it opens full screen, with a back arrow to the list.

Each row shows the customer's name and photo where the channel gives one, their last message with the time, the channel, and who's answering:

• AI enabled: your agent answers this chat.
• AI disabled: your agent is paused in this chat, usually because a teammate took it over.
• AI is off: the AI can't answer any chat yet, because your agent isn't set up or there are no credits.
• Waiting for reply: the customer wrote last and nobody is about to answer (see Waiting for reply).
• Disconnected: the chat's channel is no longer connected, so it's read-only.

A last message from your side starts with "AI:" or "Human:". A chat answering a recent campaign carries the campaign's name.

At the top of the list:

• the AI switch, which decides whether your agent answers every chat (see Testing your agent and going live);
• Search conversations;
• the Waiting for reply filter, with its count, and Campaign replies when campaigns are on.

The list refreshes by itself every 15 seconds, also while a chat is open.

Customer details, at the top of an open chat, shows what Syniria knows about the customer, with a link to their contact.