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Conversations & Inbox

Last updated on Mar 05, 2026

1) Inbox Overview
Thunaivi inbox combines all channels into one queue so agents can manage support without switching apps.

Main areas:

  • Conversation list

  • Message thread

  • Customer profile/context

  • Assign/label/priority actions

  • Internal notes panel

2) Conversation statuses (recommended)

  • Open: Needs action now

  • Pending: Waiting for customer

  • Resolved: Completed

  • Escalated: Handed to senior/human specialist

Use status discipline to keep SLA accurate.

3) Assignment workflow

  • Auto-assign by channel/intent/priority

  • Manual assign for exceptions

  • Reassign with internal note context

  • Always confirm owner before leaving shift

Rule: every open conversation should have one clear owner.

4) Labels and priority
Use consistent labels:

  • Billing

  • Onboarding

  • Technical

  • Refund

  • Lead

  • Escalation

Priority levels:

  • Low: FAQ/non-urgent

  • Medium: normal support

  • High: revenue/risk issue

  • Urgent: immediate human action needed

5) Internal notes best practice
Internal notes should include:

  • Summary of user issue

  • What AI already replied

  • Next action expected

Never place sensitive internal details in public reply.

6) Agent reply quality checklist
Before sending:

  • Is answer accurate?

  • Is tone clear and professional?

  • Did you include next step?

  • Is escalation needed?

  • Is conversation status updated?

7) SLA handling
Track:

  • First response time

  • Time to resolution

  • Escalation turnaround

  • Reopen rate

If SLA risk is detected:

  • Escalate immediately

  • Add priority tag

  • Notify team lead

8) Multi-channel handling playbook

  • Same customer across channels: merge context

  • Keep one source of truth in internal notes

  • Avoid duplicate replies from different agents

  • Use macros for common replies, then personalize

9) Escalation to human specialist
Escalate when:

  • Payment dispute

  • Security concern

  • Legal/policy conflict

  • Repeated failed AI reply

  • High-emotion customer situation

Escalation note format:

  • Issue summary

  • Business impact

  • Actions already taken

  • Required outcome

10) Daily inbox operations checklist

  • Clear unassigned queue

  • Review overdue conversations

  • Review high-priority labels

  • Audit 10 resolved chats for quality

  • Publish short daily ops report