Overview
Inbox overview
One shared inbox for every conversation your AI agent and team handle, across all channels.
The inbox at https://app.asks.app/inbox is where every conversation lands — widget, chat page, WhatsApp, Instagram, Telegram, email, and the rest. It has three panes: the conversation list on the left, the transcript in the middle, and the customer panel on the right.
Everything updates in realtime. New messages appear as they arrive, conversations move to the top of the list, and a "Reconnecting — live updates paused" banner appears if your connection drops.
Finding conversations
- Search — press
⌘K(orCtrl K) to jump to the search box. Search is full-text across conversations and message bodies; results show a highlighted snippet, and opening one scrolls the transcript to the matching message. - Status filter — All Status, Open, Needs human, Closed — plus SLA at risk and SLA breached Business and up when SLA tracking is on.
- Channel filter — All Channels, plus each channel your workspace has connected: Widget (always there), WhatsApp, Instagram, Facebook, Telegram, Slack, Discord, and Email. Channels you never connected don't clutter the list.
- Unreads — a toggle that narrows the list to conversations with unread customer messages. Replies from the AI or your team don't count as unread.
Needs human is an assignment state, not a status: the AI agent escalated the conversation to your team's queue and won't pick it back up. Configure when that happens in Escalation.
The conversation list
Each row shows the customer's name, channel, when the last message arrived, and a two-line preview. Rows also carry:
- the ticket number (
#123) - a Closed badge on closed conversations — open ones carry no status badge
- priority, when it's anything other than Normal
- the conversation's first tag
- an amber Needs human badge on escalated conversations
- an SLA countdown chip Business and up while a target is running — see SLA policies
Right-click a row and choose Pin conversation to keep it easy to find — pinned rows get a tinted background. Right-click again to unpin.
The customer panel
The right pane shows who you're talking to and everything Asks knows about them:
| Section | What's in it |
|---|---|
| Header | Name, avatar, a Profile button, and a stats strip: Convos, Since, Last seen. |
| Conversation | Ticket number and start date, channel, the Assignee, the assigned Team, SLA due dates when tracked, CSAT stars when the customer left a rating, and the ticket's status, priority, and tags. |
| AI Agent | How the AI is handling it: resolution state, sentiment (Positive / Neutral / Negative / Angry — correctable), an AI summary you can generate or regenerate, detected language, editable topics, and Data captured through data collection or Actions. |
| Customer | Email, phone, and channel handles (Instagram, Telegram, Discord, Facebook, Slack), plus widget visitor context — location, device, last page — and customer tags. |
| Store | The customer's Shopify orders (track or open in Shopify) and their recent storefront browsing. |
| Past conversations | The customer's previous tickets — click one to open it, or View all for the full profile. |
| Notes | Team notes on the customer, editable in place. |
| Activity | A timeline of contacts, profile updates, captured leads, customer notes, escalations and resolutions, and ratings. |
The Assignee is one of: the AI Agent, a team member, Needs human, or Unassigned. Click it to reassign right from the panel — assign the AI, pick a teammate, or unassign. The transcript header has the fuller takeover and transfer controls — see Takeover & collaboration.
The panel is yours to arrange. Customize panel collapses, hides, or reorders every section except Conversation, and the layout sticks per device. A header button hides the whole panel when you want the transcript full-width.
Related
- Takeover & collaboration — replying, taking over from the AI, internal notes.
- Tickets, tags & SLAs — statuses, priorities, and response-time targets.
- Customers — the full directory behind the customer panel.