Conversations & Inbox
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
