Inbox.
This is the built-in case management system. Here you can follow the dialogs, assign or re-assign them to an agent, and continue the dialog with an end-user when handed over from the bot.
If your company already has a case management system, our service will be integrated in that one. You’ll be handling all communication in that system and don’t need this one.
![](https://inoviaai.com/wp-content/uploads/2021/09/Inbox-Start-1024x580.jpg)
Dash board details.
Customer ID icons.
![](https://inoviaai.com/wp-content/uploads/2021/09/Id-icon-1.png)
![](https://inoviaai.com/wp-content/uploads/2021/09/Id-icon-2.png)
![](https://inoviaai.com/wp-content/uploads/2021/09/Id-icon-3.png)
![](https://inoviaai.com/wp-content/uploads/2021/09/Id-icon-4.png)
These icons are randomly created and unique for each conversation. The purpose is to help keeping conversations visually apart in a fast paced work process.
Description.
The description line is the last thing the customer typed (or chose – if it was a button), before getting handed over.
Assigned Agent.
Assigned agent is always AIVA until you open and answer a conversation manually. You can open and view a conversation without getting assigned.
As soon as you have sent a first message in a conversation, it gets assigned to you. This way other agents on line, will now that this conversation is handled by you.
Status
Status is changed automatically.
Open – En-user is waiting for reply from agent.
Closed – Change status manually
Locked –
New – Just came in, no agent has responded. (never happens in First line support.)
Pending – Waiting for end-user to reply
Started – Special case where end-user typed Hi
Notifications.
Toggle notifications in the top right corner to get notifications.