Agent Inbox

Where to find it

Open the inbox

Sidebar → Support

Direct link: https://app.productbridge.io/dashboard/support

In-app path: Sidebar → Support

Requires: a plan that includes the support feature, plus support:view to read conversations and support:manage to configure them.

Overview

Open Support in the dashboard sidebar to reach the inbox. It's a three-pane workspace — views on the left, the conversation list, the thread in the middle, and a customer-context rail on the right. Every pane boundary is draggable, your widths are remembered, and the views rail collapses to an icon strip when you want more room.

Views

The left rail is how work gets divided:

• Your inbox. Conversations assigned to you.

• Unassigned. New conversations nobody has picked up — with a live count.

• All. Everything that isn't spam or archived.

• Starred. Your personal bookmarks — stars are per-agent, not shared.

• Mentions. Threads where a teammate @mentioned you in an internal note.

• Teams. One view per team, with counts.

• Views. Your saved custom filters. Set up any combination of status, label, channel, and search, then choose Add view to save it — for yourself or shared with the whole team.

• Spam, Archived, Reports. The quiet shelves at the bottom. Spam and archived conversations never appear in the working views or counts.

The Conversation List

Above the list: search, a status filter (All / Open / Pending / Snoozed / Resolved), an Unread toggle, a label filter, and four sort orders (latest or oldest activity, newest or oldest first). The list loads more as you scroll.

Each row shows the contact, the last message, the channel and conversation number, a status chip, priority when it's high or urgent, an SLA badge when a target is due or breached, label dots, and the assignee.

The Thread

The header carries the subject (or contact name), a star, the status control (open, pending, resolved, snoozed), and an actions menu: edit the subject, snooze with presets (later today, tomorrow morning, next week), archive, mark as spam — optionally blocking the contact — view history, forward the transcript, or delete.

Messages render chronologically with day separators; internal notes are visually distinct and never visible to the customer. Email conversations show a caution line with the address replies will go to.

The Composer

• Reply or Note. A pill toggle switches between replying to the customer and writing an internal note for your team.

• Macros. Type / to search your saved replies inline, or use the ⚡ picker. Variables like {{contact.name}} fill in automatically.

• Mentions. In notes, type @ to mention a teammate — they get an in-app notification and an email pointing at the thread.

• Attachments. Images and PDFs up to 10 MB.

• Send options. The Send split-button offers Send & close, Send & archive, and Schedule send — pick a future time and the reply goes out on its own, even if you're offline.

Keyboard Shortcuts

The Details Rail

Everything about the conversation and the person, in collapsible cards:

• Assignment. Assignee, team, and priority — editable inline.

• Conversation. Status, start time, first reply time, and label chips with an add-tag control.

• Recipients. The contact card: name, email, last seen, their portal activity (posts, comments, upvotes), and a Contact details button that jumps to their full profile in the Users module.

• Linked posts. Attach the feedback or roadmap post this conversation is really about; links are visible from the post side too.

• Conversation attributes. Your own typed fields per conversation — plan, deal size, anything — defined once and reusable everywhere.

• Recent conversations & page views. The contact's other threads and the pages they visited before writing in.

• Similar conversations. AI-matched resolved threads — "how did we solve this last time."

• AI summary. One click produces a handover summary with sentiment and a suggested priority; it caches until new messages arrive.

• CSAT. This conversation's rating and the contact's average.

• Context. Browser, OS, device, current page, and IP.

• Company & attributes. CRM fields (company, MRR, status, risk, renewal date) and custom user attributes — editable inline with the same permissions as the Users module.

• Actions. Archive, Waiting for reply (sets pending), Show history, Forward conversation, and Delete.

Table Mode

The table icon in the list header switches to a dense, sortable table of conversations. Clicking a row opens the conversation in a floating overlay — thread on the left, the full details rail on the right, the table still visible behind. Your choice of list or table mode is remembered.

Realtime

New messages appear in the inbox as they happen over a live connection; if the connection degrades, an automatic polling fallback keeps everything current within seconds. A reconnect always re-syncs the thread rather than trusting the stream, so nothing is ever missed.