Managing Conversations

To keep the Unified Inbox organized and maintain fast response times, agents and managers can filter, assign, tag, and search conversations. This guide outlines these core management tasks.

Conversation Assignment

All conversations have an assignment state. You can assign conversations in three ways:

1. Assign to Me: Click the Claim or Assign to Me button at the top of the conversation pane to pull the thread into your personal folder.
2. Assign to another agent: Click the agent dropdown, search for a team member, and select their name.
3. Assign to a Queue / Team: Transfer the conversation to a department queue (e.g. Support, Sales) so members of that team can claim it.

Conversation Statuses

Conversations in Omnix move through a simple lifecycle:

• 🔵 Open: Active threads requiring action. New inbound messages automatically mark the conversation as Open.
• 🟡 Pending: Waiting for customer response. Keeps the thread out of your primary queue but doesn't solve it.
• ⚫ Solved: The customer's issue has been resolved. Solving a thread closes it. If the customer replies again, the thread re-opens.

To update status, use the status control button in the header bar above the conversation.

Tagging & Organization

Tags allow you to categorize conversations for reporting, routing, and search.

• Adding a Tag: Click the Tag icon in the conversation header, type a tag name, and press Enter (or select from existing tags).
• Removing a Tag: Click the x on the tag pill inside the conversation header.
• Examples of Useful Tags: #billing_issue, #bug_report, #feature_request, #priority_vip.

Searching and Filtering

Use the search bar at the top of the inbox pane to find historical threads:

Search Scope

• Text Search: Searches the actual body text of all messages inside the workspace.
• Contact Search: Searches contacts by name, email address, or phone number.
• Tag Search: Filter by #tag_name to show all threads matching that category.

Filtering Panel

Click the filter icon in the search bar to apply advanced filters:

• By Channel: View only SMS, WhatsApp, or Web Chat threads.
• By Date Range: Find conversations created or solved in a specific timeframe.
• By Queue: View all conversations in a specific department queue.