The Inbox

Manage and review customer conversations handled by your AI agent and your support team.

Written By ScaleFlows Team

Last updated 22 days ago

💡 Tip: During initial setup, regularly check your inbox to review how the AI is handling messages.

See what each view does below.

Conversations that need your attention.

Left Sidebar Views	Description
AI Drafts	Replies that AI wrote and are waiting for your approval
Escalated	Tickets that AI flagged as something it can't handle alone, has active accepted commitment and no pending AI draft.

Conversations the AI is managing automatically.

Left Sidebar Views	Description
Open	Emails that have open status, no AI draft, and last message from customer
Awaiting reply	Tickets that are open, have no AI draft, and are waiting for the customer to respond.

Every conversation.

Left Sidebar Views	Description
All tickets	Everything except closed
Closed	Closed tickets with no pending AI draft, and no active commitment.
Spam	Detected or marked as spam