Inbox
Inbox is the main operator workspace. It shows live chat, email, and Discord conversations through one shared conversation and message model.
What Operators See
| Area | Purpose |
|---|
| Queue | Filtered conversations with channel, priority, status, unread state, assigned agent, and active viewers. |
| Transcript | Customer, operator, and AI messages in order. |
| Composer | Operator replies, macros, and takeover actions. |
| Context panel | Customer details, tags, internal notes, issue links, and AI evidence where available. |
| Viewer avatars | Operators currently viewing the conversation in real time. |
Conversation Channels
Woes treats channels as values on the same conversation model:
- Live chat from the website or product widget.
- Email from verified workspace routes.
- Discord from connected servers and channels.
This keeps history, notes, tags, AI state, and issue conversion consistent across channels.
Operator Takeover
When the AI is actively handling a conversation, the normal operator composer is replaced by a takeover action.
Open the conversation
Review the transcript, customer context, and any AI evidence.
Click takeover
Woes updates the conversation so a human operator can reply.
Reply from the composer
The reply is stored on the same conversation and delivered through the current channel.
Active Viewing
Inbox shows who is viewing a conversation in real time. Avatars appear in the conversation header and queue rows so operators can avoid duplicate work.
Admins can also open Settings → Users to see what each user is currently viewing and jump directly to that item when available.
Internal Notes
Operators can add internal notes to conversations. Notes are operator-only and are not shown to customers or the widget.
When a conversation is converted to an issue, manual notes and automation notes are copied to the issue when possible.
Good Operating Habits
- Use tags for lightweight grouping.
- Use custom fields for structured customer context.
- Use notes for operator-only details.
- Use takeover when the customer needs a human answer.
- Leave feedback on AI messages when the answer was helpful, incomplete, or wrong.
Do not paste raw credentials, private customer secrets, or production tokens into customer-visible replies.
