This article will explain the various interface elements in the support inbox. You can access it from [MDX CODE].

Your team's inboxes

At the left side, you will see a blue sidebar all the inboxes on your team. These include an inbox for each of your team members, as well as all of the team inboxes that your team has created. You can switch to each inbox by clicking on it.

Each inbox has a star next to it. The star will pin the inbox to the top and notify you of activity happening in that inbox. For each starred inbox, you can receive a mobile app notification, a browser notification, and an email, depending on your notification settings.

If there are open conversations in an inbox, the inbox will have a counter to show how many there are. A red counter means there are that many conversations that still have not been responded to. If any of your starred inboxes have unanswered conversations, Pavior's favicon will turn red, and there will be a counter on the main menu indicating the total across all your starred inboxes. If all the conversations have been answered, but some are still open, the counter will be blue and it will indicate the number of open conversations.

The conversation list

Once you select an inbox, you will see a list of the conversations in that inbox. The conversations are grouped by status: open, snoozed, and closed. You can click on a status at the top of the list to view the conversations with that status.

• Open conversations are ones that have not yet been resolved. The conversation is in progress.
• Snoozed conversations are ones that have been set to become open at some future date. Snoozing is typically used when you cannot immediately take action on a conversation, but it hasn't yet been resolved. For example, you may be waiting for the results of a test before you can fully answer the customer's question.
• Closed conversations are ones that are resolved or complete.

Each conversation has the following parts:

• The avatar with an online indicator, to help you distinguish customers at a glance.
• The customer's name or email, if they provided one. If they're anonymous, we'll give them a fun animal name.
• The sentiment smiley. Red means the customer is likely unhappy!
• The time since the last message or activity in the conversation.
• A snippet of the last message sent in the conversation.
• A typing indicator if a teammate is in the process of responding. This helps prevent double-replies.
• If you've added the stripe integration, then each conversation will also have an indicator for how much that customer is paying to help you prioritize support resources.

If you want to take an action on multiple conversations at once, you can multi-select by hovering over one of the conversation's avatars. Once checked, you can select additional conversations.

The conversation view

By selecting a conversation from the list, you can view and respond to that conversation.

At the top of the conversation view, we have the following:

• The participants in this conversation.
• A video call icon that you can use to initiate a call
• The "assigned to" dropdown to choose which team member's inbox to move the conversation to
• The "open", "snooze", and "close" buttons. These change the status of the selected conversation.

In the middle of the view, you can see the messages that have been sent. Each message has the following icons:

• The link from which that message was sent, if sent via the live chat widget
• The channel through through which the message was sent (either chat or email)
• A time travel button to rewind time and see exactly what your user saw before they sent the message
• A warning icon if the user is unauthenticated

At the bottom of the view, you'll find a text editor that lets you compose your reply. The editor has the following settings:

• Message type: either Reply (visible to customer) or Add a note (only visible to team members)
• Conversation participants: Either add or remove participants from being able to see the message you're about to send. Note that just like email, visibility is per-message. If you remove a user and send a message, and that user responds to an older message, they will be re-added to the list of participants (but will still not be able to see the messages you removed them from). You can add just an email as a participant if they're not already in your CRM
• The bookmark icon lets you save and reuse saved replies
• The paperclip icon lets you attach files

User sidebar

When you open a conversation, the right panel shows various cards: for the participants in the conversation:

• User Attributes: This card presents the user's attributes. Team members can directly edit these attributes by clicking on them and modifying the values.
• User Notes: This card lets you create, view, edit, and delete notes specific to the user. These notes are not specific to the conversation. Use Add a note from the message editor for a conversation note.
• Recent Conversations: A summary the user's past interactions with your team, helpful for getting more context or preventing double-replies.
• Aliases: This card showcases any alternative email addresses linked to the same user.

If there is more than one user in the conversation, you can select which user's sidebar to view from the dropdown at the top. You can also click the user's name to go to their full profile