Introduction to the Unified Inbox

The Unified Inbox is the heart of the Omnix agent experience. It consolidates customer conversations from all connected channels—WhatsApp, Email, SMS, Voice, and Web Chat—into a single, clean workspace.

Workspace Layout

The inbox UI is split into three main panels designed for optimal agent efficiency:

+------------------+-----------------------------+-----------------------+
| 1. Side Sidebar   | 2. Conversation Pane        | 3. Customer Info      |
|                  |                             |                       |
| - Mine           | [Customer Name]             | John Doe              |
| - Unassigned     |                             |                       |
| - Solved         | (Agent replies and customer | Email: [email protected]   |
|                  |  messages appear here)      | Phone: +15551234567   |
| - Queues         |                             |                       |
|                  | [ Text Input Box          ] | Context Metadata      |
+------------------+-----------------------------+-----------------------+

1. Left Panel (Navigation & Filters)

• Mine: Conversations currently assigned to you.
• Unassigned: New inbound messages waiting for an agent or bot response.
• Solved: Historical conversations that have been resolved.
• Queues: Department-level conversation groups (e.g., Support, Billing).

2. Center Panel (Conversation Timeline)

Displays the chronological thread of messages. Shows channel badges (e.g., a green WhatsApp bubble or a blue SMS badge) to indicate where each message came from. It also shows system events, like assignment changes, bot handoffs, and internal notes.

3. Right Panel (Contact Detail & CRM Context)

Displays the customer's profile, contact information, active tickets, and custom context fields (e.g., subscription tier or recent purchases). Agents can edit profile fields here without leaving the conversation.

Supported Channels in the Inbox

All channels behave similarly inside the central timeline, but have distinct indicators:

Next Steps

Now that you know the basic structure, learn how to manage and respond to messages:

• Managing Conversations — Filter, assign, and tag threads.
• Sending Messages — Master templates, formatting, and channels.
• Internal Notes — Coordinate with teammates privately.
• Tickets — Link and track issues from the inbox.