Daily inbox operations

Prerequisites

Your role needs read access to the channel and write/handover/resolve access for the actions you perform. A unified view does not grant permissions to every underlying channel.

Work through the inbox

1. Open Unified Inbox and use its filters to find incoming work. Confirm the channel and account for the selected conversation.
2. Read the thread and customer context. Use the dedicated channel inbox for operations not exposed in the unified view.
3. Inspect the AI/human handler and provider-window state before responding. Use handoff when AI is handling the conversation.
4. Reply using that channel's supported controls. Verify outgoing status and any error.
5. Use assignment or labels only where the channel exposes those controls; do not assume they are shared across all inboxes.
6. Resolve human-handled work where the action is offered. Check the updated state before moving on.
7. Review notifications and failed operations during your shift. If a live update seems missing, refresh and compare before reporting a lost message.

Expected result

The correct customer receives a response through the intended account, and the conversation's state reflects the completed work. Follow channel-specific guides for WhatsApp media, email drafts, or widget sessions.