Inbox Section

Inbox (Conversations List) :

The Conversation Inbox is a vital component of the ZIWO Conversation UI, designed to display all conversations assigned to the current agent or user. This feature allows users to efficiently manage and access ongoing and past communications.

Key Features of the Conversation Inbox

Conversation Sections: New, Open, and Resolved
The Conversation Inbox in the ZIWO Conversation UI is organized into three distinct sections: New, Open, and Resolved. This structure helps users manage their conversations efficiently and prioritize their responses based on the status of each interaction.

1. New Conversations
   Description: This section displays all incoming conversations that have not yet been addressed by the agent.
   Key Features:

   • Immediate Attention: New conversations are highlighted to ensure agents can respond promptly.
   • Visual Indicators: Notifications or badges may indicate the number of unread messages or calls in this section, helping agents prioritize their workload.
   
   

2. Open Conversations
   Description: This section contains conversations that are currently active and require ongoing attention or follow-up from the agent.
   Key Features:

   • Active Engagement: Agents can continue discussions, answer queries, and manage ongoing interactions with customers.
   • Call and Message History: Users can easily reference past messages and calls within the open conversations to provide informed responses.
   • Status Updates: Options to change the status of the conversation (e.g., to "Pending" or "In Progress") as needed.
   
   

3. Resolved Conversations
   Description: This section houses conversations that have been successfully completed or resolved.
   Key Features:

   • Archival Access: Users can review resolved conversations for reference, ensuring that important information is retained for future use.
   • Feedback and Insights: Optionally, agents can note any feedback or outcomes from resolved conversations to improve future interactions.
   • Searchable History: Resolved conversations remain searchable, allowing agents to revisit past interactions as needed.