Inbox Operations6 min readUpdated May 5, 2026
Inbox saved views
Use system saved views to reduce filter confusion and make workflows easier.
Saved views are curated operational views, not another copy of every status tab. They answer practical questions: what is mine, what is unassigned, what is at risk, what needs human takeover, and what failed.
System views
- All conversations: default inbox overview.
- My open conversations: active conversations assigned to the current user.
- Unassigned: conversations waiting for ownership.
- SLA at risk and SLA breached: conversations needing urgent attention.
- Waiting for customer: conversations where the next move is likely the customer.
- Human takeover: conversations where AI asked for human help or AI was taken over.
- Email only and WhatsApp only: channel-specific work queues.
- AI handled: conversations currently handled by AI.
- Actions failed: conversations with failed or timed-out AI action logs.
Minimal UI rule
Do not show duplicate tabs, duplicate badges, and duplicate saved views for the same idea. Saved views should replace clutter, not add clutter.