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
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.
Operator Takeover
When the AI is actively handling a conversation, the normal operator composer is replaced by a takeover action.1
Open the conversation
Review the transcript, customer context, retrieved evidence, citations,
confidence, and skip reason when available.
2
Click takeover
Woes updates the conversation so a human operator can reply.
3
Reply from the composer
The reply is stored on the same conversation and delivered through the current channel.
AI Handling States
Customer-visible replies, operator-only notes, AI trace details, and internal
confidence data stay separate. Do not copy trace output into a customer reply
unless you intentionally rewrite it as a safe support answer.
Operators may see retrieval citations, confidence, skip reasons, and live-check
summaries where available. Customers must not see raw traces, provider/model
internals, token or cost details, source credentials, or stored auth material.
Permissions And Read-Only Access
Inbox controls are gated by the action they perform.
Operators with read access but without the matching action permission can still
review the conversation, but Woes shows a read-only footer or disabled action
state instead of a working composer, takeover, archive, delete, tag, note, or
customer-field control.
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 with reply access 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.Tags
Issue tags in the context panel render as colored chips. Operators with reply access can add or remove tags. Woes normalizes free-text labels into tag ids and uses managed tag definitions where they exist; unknown historical ids remain visible with a neutral fallback.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.