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AurionAI

Find your work in the inbox

5 min readBy Emmanuel Yazbeck

Who sees this: Inbox — profiles Helpdesk and AI Voice + Helpdesk. Roles: all roles can open the inbox and read conversations. The AI Voice profile has no inbox.

The inbox lists the conversations of your organization: emails, chats, messages and requests from all channels. This article shows how to find the conversations you need to work on.

Prerequisites

  • Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
  • You are signed in. Any role can follow this article. The actions you can take on a conversation depend on your role: read What your role allows in the inbox.

Open the inbox

  1. In the sidebar, select Inbox.
  2. The page Inbox opens with the list of conversations. The newest activity is at the top.

The inbox with the quick tabs, the search box and the list of conversations

Quick tabs

The tabs above the list give you the most common lists in one click:

  • Mine: conversations assigned to you.
  • Unassigned: conversations that nobody owns yet.
  • Urgent: conversations with the priority Urgent or High.
  • All: all conversations.

A quick tab works together with your filters and your search. When a view is applied, selecting a quick tab leaves the view and clears its filters.

Views

A view is a saved list with its own filters. To choose a view:

  1. Select Views, next to the page title. On a small screen, this button shows only a list icon.
  2. The Views panel opens on the left. To find a view by its name, type in the search box at the top of the panel.
  3. Select a view. The panel closes, and a check mark next to the view shows that it is applied. For a built-in view, the page title also shows the name of the view.

The Views panel with the built-in views

Every organization has these built-in views:

Group View What it shows
Personal My Open & Pending Your conversations with the status open or pending.
Personal My Overdue Tickets Your conversations that are well past their SLA target time.
Shared Urgent & High Priority Urgent and high priority conversations that are not resolved yet.
Shared All Unresolved All conversations that are open, waiting or pending.
Shared Incidents Conversations of the type incident.
Shared Service Requests Conversations of the type service request.
System All Tickets The normal list, without other filters.
System Snoozed Conversations that are snoozed until a later time.
System Archived Archived conversations.
System Spam Conversations marked as spam.
System Trash Deleted conversations.

Views that you and your colleagues save appear at the top of the panel. Read Save your own views.

When you select a view, the quick tab goes back to All and the search box is emptied.

What the normal list does not show

Without a view, and while the Advanced filter tab has no conditions, the list does not show conversations that are snoozed, archived, marked as spam, deleted or merged into another conversation. To see them, select the matching view: Snoozed, Archived, Spam or Trash.

The conversation list

  • Each row is one conversation. By default, the list shows the columns Subject, Requester, SLA, Status, Priority, Assigned to and Last activity.
  • To sort the list, select a column title, for example Last activity. Select it again to reverse the order.
  • To show or hide columns, select Columns. In the same panel, Compact shows more rows on the screen. Reset to defaults brings back the default columns. The dashboard remembers your choice in this browser.
  • Below the list, Rows per page sets how many conversations a page shows, from 10 to 100. The arrows move to the next or previous page.
  • To open a conversation, select its row. A phone call opens on the page of the call, with its transcript. Read Review voice calls.
  • The list updates by itself when a conversation changes. You do not need to reload the page.

Read and unread conversations

  • An unread conversation has a blue bar on the left side of its row.
  • When you open a conversation, it becomes read for you.
  • To change it without opening it, point at the row. Small buttons appear at the right end of the row. Select Mark as read or Mark as unread.

The same buttons can also include Assign to me, Resolve, Snooze and Mark as spam. You see only the actions that your role allows. Read Snooze, resolve, archive or delete a conversation. To claim a conversation, read Claim or assign a conversation.

Result

You find the conversations that need your attention: with a quick tab, a view, or the list itself. To narrow the list further, read Search and filter conversations.

If something goes wrong

  • Inbox is not in the sidebar. Your organization may use the AI Voice profile, which has no inbox.
  • The list is empty. You see the message No conversations found. Check the quick tab, the view, the search box and the filters. Select All and remove your filters to see the full list.
  • A conversation you expect is missing. It may be snoozed, archived, marked as spam or deleted. Look in the matching view. If your administrator limited your access to some departments, you see only the conversations of those departments.
  • The list does not change after a colleague's update. The list reloads by itself at least every two minutes. To see the change at once, reload the page.

Still stuck? Submit a request or .