Inbox

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Inbox Layout & Interface Overview

The Emplorium Inbox is intuitively structured into three main panels, giving you a comprehensive view of your customer interactions:

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1. Conversations List (Left Panel)

This panel provides an organized overview of all your customer and internal team conversations.

• Search Bar: Quickly find specific conversations by visitor name, keywords, or conversation ID.
• Filters: Apply filters to narrow down conversations by status (e.g., Open, Assigned, Resolved), agent, or department.

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2. Active Conversation (Middle Panel)

This is where real-time interactions unfold, displaying the full chat thread and enabling immediate responses.

• Conversation Header: At the top, you’ll see the visitor’s name and their online status (indicating if they are still active on your website). For agent-to-agent chats, this displays the agent or group name.
• Action Bar (Top Right):
  • Search in Conversation: Find specific words or phrases within the current chat history.
  • Transfer Visitor: Re-route the conversation to another department or specific agent. A reason for transfer is required. Upon transfer, a message “Agent X transferred Chat” appears in the conversation, and previous agents automatically leave the chat.
  • Add Agent: Invite another agent to the room, either publicly or privately (using “Comment mode”).
  • Resolve Room: Close the conversation, stating the reason for closure (e.g., Resolved, No Reply, Inappropriate, Unresolved, Other).
  • Leave Room: Exit the conversation. This action is only active if there’s more than one agent in the room.
  • Ban Visitor: Blocks the visitor’s IP address, preventing further access to the chat widget. (Coming Soon: Audio Call & Video Call - currently grayed out)
• Message Input Area: This is where agents compose and send messages.
  • Text Input: Type your messages here.
  • Actions: Access Emojis, GIFs, File Attachments, and Forms to send predefined forms to the visitor for data collection.
  • Send Button: Send your message.
• Additional Tools:
  • Quick Responses: Predefined sentences that can be inserted into the conversation. Typing a configured keybind (default: //) triggers a panel with all available quick responses.
  • Comment Mode: Activate this toggle to send messages visible only to other agents within the visitor’s chat thread, highlighted as a “Comment”

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3. Visitor/Conversation Details (Right Panel)

This panel provides critical context about the active conversation or visitor, enhancing the agent’s ability to provide personalized support.

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Agent to Agent Conversation Details (Right Panel)

When viewing an agent-to-agent conversation, this panel lists all participants. Clicking on an agent’s name opens their Agent Card, displaying their avatar, department, username, and full name, with an option to send a private message. Role and additional actions (like mention or transfer ownership in group chats) are also available.

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Core Messaging Features

Emplorium provides a rich set of features to ensure smooth and effective communication:

• Real-Time Chat: Bi-directional messaging between agents and visitors with typing indicators and delivery/read receipts for a fluid experience.
• Rich Media Support: Send and receive file attachments, images, and links directly within the chat.
• Interactive Elements: Utilize quick replies, rich cards, and predefined forms to gather structured information efficiently.
• Internal Collaboration: Use Comment mode to privately discuss within visitor chats and @Mentions to tag teammates for specific attention.
• Comprehensive History: Access the full message history across all visitor sessions, including agent replies and bot actions.

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Assignments & Routing

Optimize agent workload and ensure timely responses with flexible chat routing options.

• Manual Assignment: Agents can pick up unassigned chats or manually transfer them to specific teammates or departments using the Transfer Visitor action.
• Automated Routing Rules (via Settings): Assign based on conditions such as tag, channel, visitor properties, or team load

Configure your chat routing and agent limits for optimal workload distribution.

The transfer chat modal allows agents to re-route conversations.

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Tagging, Filtering & Organization

Keep your inbox organized and actionable, improving reporting and workflow efficiency.

• Conversation Tags: Conversation Tags: Apply custom tags to conversations (e.g., #billing, #technical-issue, #vip-customer). These tags are crucial for categorization, searchability, and powering automation..

  Enable Require Tags Before Closing Chat in **Settings > Chat Settings > Chat Tags **to enforce consistent tagging across your team.

• Saved Views: Create custom filtered views (e.g., “My Open Chats,” “High Priority,” “Sales Leads”) for quick access to specific conversation sets.

• Search Filters: Utilize powerful search options by visitor name, email, department, tag, and date range to quickly locate past conversations.

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Inbox Automation Features

Leverage Emplorium’s automation capabilities to streamline your workflows directly from the inbox.

• Quick Responses: Pre-define and quickly insert common phrases, significantly reducing repetitive typing for frequent questions.
• Forms: Agents can send predefined forms mid-conversation using the action to collect specific, structured data from visitors.
• Triggers Integration: The Inbox integrates with your configured Triggers (see the Triggers documentation) to automate actions based on visitor behavior or conversation content (e.g., assigning tags, sending auto-messages).
• Aura AI Suggestions (Coming soon!): As your Aura AI learns, it can suggest relevant replies or Knowledge Base Articles directly within the agent’s chat input field, speeding up response times.

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Notifications & Alerts

Stay informed and responsive with configurable notifications, ensuring timely responses to customer inquiries.

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AI-Powered Support with Aura

Once fully integrated, Aura AI will empower your agents with:

• Suggested Replies: Contextual and intelligent reply suggestions based on chat history, KBA content, and Q&A pairs.
• Intent Detection: Automatically categorize visitor queries to help agents quickly understand the user’s need, reducing manual tagging.
• Smart Handoff: Seamlessly escalate conversations to human agents with full context when Aura cannot confidently resolve an issue.
• Session Memory: Aura AI retains context throughout a conversation, providing more personalized and relevant responses without repeating questions.

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Conversation Lifecycle & History

Every conversation in Emplorium captures a complete journey, providing comprehensive context for agents.

• A full timeline of all messages, internal notes, and bot actions within the chat.
• Status markers: Clearly indicate the current status: Open, Pending, or Resolved.
• Session context: Details like the original entry source, page URL, and timestamps provide crucial background.
• Export options: (Coming Soon) Functionality to export conversation transcripts for deeper analysis or integration with external CRM systems.

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Best Practices

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Next Steps

• Explore Aura AI Agent Features - Learn how to configure your AI to assist your team.
• Configure Smart Triggers - Automate actions based on specific visitor behaviors.
• Customize Inbox Settings - Tailor notifications, routing, and more to your team’s needs.