All docs Inbox and team
Inbox
Work through conversations from the website chat and WhatsApp — statuses, filters, taking over, replying, notes, follow-ups and automatic assignment.
The Inbox lists every conversation that needs your team, newest activity first. Conversations from every channel are in the same list: website chat, WhatsApp (green badge), Email (with the subject) and Phone voicemails — see Phone voicemail (Twilio).
Statuses
| Tab | Meaning |
|---|---|
| AI handling | Kalfa AI is answering. |
| Waiting (default tab) | Handed over, waiting for a person. |
| Assigned | A team member has the conversation. |
| Resolved | Finished. A resolved conversation reopens when the customer writes again within 48 hours. |
With order actions enabled, an Approvals tab shows actions waiting for approval — see Order actions and approvals.
Finding conversations
- Search conversations by name, topic, tag, order number or words from the customer.
- Filters: store, topic, tag, Waiting on (customer / merchant), Follow-ups due and Assigned to me. Click Apply filters.
- Row badges show the topic, tags, channel, offline messages, the waiting time against your target, and due follow-ups.
Your status and automatic assignment
Set Your status (Online / Away) at the bottom of the sidebar. You count as offline when the dashboard has not been open for about a minute.
Handoffs are assigned round-robin to online agents who hold fewer conversations than the team limit (Settings → Members → Team load). Agents at the limit are skipped but can still take conversations themselves. When nobody is online, customers on the website see the offline form and your replies are emailed to them; WhatsApp customers are told you will reply on WhatsApp.
In a conversation
Header: status, who handles it, assignee, topic, verification, channel, and for WhatsApp the masked number and the 24-hour reply window ("Replies possible for 5 h 12 min" / "Reply window closed").
Buttons:
- Take over — you become the assignee; Kalfa AI stops answering.
- Return to AI — hand the conversation back to Kalfa AI.
- Resolve — close it.
Reply card:
- Reply to the customer (up to 4,000 characters) and Send reply. Insert a saved reply from the picker or type
/shortcutand a space — see Saved replies. - Draft with Kalfa — an AI draft for you to review — see Kalfa AI Copilot.
- Internal note (only your team sees it) and Add note.
For an offline message, your reply is also emailed to the customer with a link to continue the chat. For WhatsApp, the reply box is disabled when the 24-hour window has closed — see Connect WhatsApp. For a phone voicemail the reply box is replaced by Call back: call the customer and write what you agreed as an internal note.
AI handover card: after a handoff, Kalfa AI summarises what the customer wants, what was already tried, important facts, what is pending, the customer's sentiment and urgency, and the suggested next step.
Live signals: you see when a colleague is viewing or writing in the same conversation, and when the customer is typing.
Shadow drafts appear as AI draft (not sent) with Send and Discard — see Workflows and shadow mode.
The right panel
| Tab | What it shows |
|---|---|
| Details | Status, handler, store, verification, customer language and local time, page the customer is on (with a Checkout badge), the customer, risk signals, follow-up, suggested knowledge, assignment, topic and tags, and Delete conversation. |
| Platform | Live store data: the customer's account, last orders, items, payment, delivery, invoices, tracking, return portal, and the cart or abandoned checkout with a recovery link. |
| Activity | Audit trail: topic changes, assignments, takeovers, handoffs with reason, verification, emails sent, reminders, and which store data Kalfa AI looked up. |
See Contacts and customer history for the customer section and timeline.
Follow-ups
- Waiting on — mark a conversation as Waiting on customer or Waiting on merchant. "Waiting on customer" clears automatically when the customer replies.
- Reminders — Remind me in 1 hour, 4 hours, 1 day, 3 days or 1 week, with an optional note. When a reminder is due you get an email and the conversation is highlighted; click Done when finished.
- First-response target — set on Settings → Members. The waiting badge turns amber at 75% of the target and red past it.
Topics and tags
Correct the topic if Kalfa AI got it wrong (Save topic) — this improves your analytics. Add tags (comma-separated) or click a suggested tag.
Deleting a conversation
Owners and Admins can delete a conversation permanently (for example for a data request): it removes the messages, notes, tool runs, drafts and stored files. Usage and billing records keep only ids and counts. Tick Delete permanently to confirm.