Omnichannel Inbox

Overview

The Omnichannel Inbox brings your Ticketing, SMS conversations, Chat and Voice together in one place. Whether you're supporting customers via email or text, this guide walks you through everything you need to know.

Users with proper permissions can view, search, and interact with conversations across multiple communication channels with ease. 

To navigate to the Inbox, click the Inbox icon located in the upper left-hand corner of the Console in the blue navigation bar. 


Active Interactions 

Use the Active Interactions list to find conversations from both Ticket and SMS channels. Active Interactions is located on the left side of the Inbox Console and is designed to help agents quickly locate Tickets and SMS conversations.

Active Interactions has a table view as shown above and can change to detail view by clicking on the detail icon on the top right corner and vice versa.

Users can filter and search results they are allowed to view based on their permissions:

  1. Filter by Channel (Tickets or SMS)
  2. Filter by Project or SMS Line 
  3. Search by Contact Info (name, phone, email)

This area of the Inbox will show a high-level overview of the interaction information, including the Type, Name, Time/Date created, Status, and Assignee. 

Clicking on the three-dot menu, users can perform actions for a ticket:

 Clicking on the three-dot menu, users can perform actions for an SMS conversation:

 Detail Overview Screen

The majority of an agent's time will be spent in the Detail Overview Screen. This section of the Inbox is located in the center of the Inbox console. This is where agents will complete any task or action needed to resolve the ticket or conversation.


Users can create tickets or SMS conversations from Active Interactions by clicking on the Create button on the top right corner.




Tickets

In Inbox, use the Tickets list to find tickets from the Ticket channel. Tickets is located on the left side of the Capacity Console and is designed to help agents interact with tickets in Inbox.

In the Tickets table view, 

  • Users can choose which standard/custom fields to display.

  • A search input is available at the top of the column selector for easy navigation of custom fields.

  • The list of custom fields is  scrollable and searchable. 

Tickets in the Inbox can be viewed in a table view, as shown above, and can be changed to detail view by clicking on the detail icon on the top right corner and vice versa.


Bulk Actions:
Click on the Bulk Edit icon in Table View or Detail View to apply Bulk Actions like Transition, Edit, Delete, or Merge multiple tickets at once.


More Ticket details: https://support.capacity.com/article/590173/helpdesk-overview#anchor-ticket-details


SMS

In Inbox, use the SMS list to find conversations from the SMS channel. SMS is located on the left side of the Capacity Console and is designed to help agents interact with conversations in Inbox.


Conversations in the Inbox can be viewed in a table view, as shown above, and can be changed to detail view by clicking on the detail icon on the top right corner and vice versa.


Bulk Actions:
Click on the Bulk Edit icon in Table View or Detail View to apply Bulk Actions like Release to Queue, Transfer/Assign, Claim, Close or Open multiple tickets at once.



Voice

In Inbox, use the Voice list to find voice logs. Voice is located on the left side of the Capacity Console and is designed to help agents interact with voice logs in Inbox.

Voice Logs in the Inbox can be viewed in a table view, as shown above, and can be changed to detail view by clicking on the detail icon on the top right corner and vice versa.


The filters can be used to search voice logs based on contacts and outbound lines. 

Chat

The Chat inbox combines both bot-powered conversations and live agent chats so your team can easily track, respond to, and manage all chat activity from a single view. Chat is located on the left side of the Capacity Console. If Live Chat is not enabled, the Chat inbox will only display bot conversations.

The Chat Dashboard gives teams visibility into real-time website activity

Visitors tab

  • See who is browsing your site

  • Agents can invite visitors to chat proactively

The dashboard does not display bot conversations.

Live Chat Agents can control whether they are available to receive live conversations:

  • Available: Toggle ON (green)

  • Unavailable: Toggle OFF (gray)

Agents will only receive new live chats when marked “Available.”

Chat messages in the Inbox can be viewed in a table view, as shown below, and can be changed to detail view by clicking on the detail icon on the top right corner and vice versa.

Chat List (Table View) You can:

  • Sort columns

  • Pick which columns you want to see

  • Click each row to open the full conversation

Chat Type Indicators:

  • Live Chat: Shows the assigned agent’s name or an “unassigned” icon

  • Bot Chat: Shows a bot icon

When Live Chat is not enabled, all chats appear as bot conversations.

Actions Available for Live Chat:

  • Claim (if unassigned)

  • Transfer (to a team)

  • End Chat

Chat Detail View: When you click into a chat, you’ll see:

  • Full conversation history

  • Bot messages and agent messages

  • Ability to send Attachments

  • Emoji picker

When a chat is active:

  • Transfer → move to another team

  • End Chat

When a chat is closed:

  • Archive → stores it in Archived Chats

Inside the Chat Detail view, the right sidebar includes:

  • Chat Information

    • Current assignee

    • Concierge flow

    • Tags

  • Tasks Panel - Create or view tasks related to the conversation.

  • Collected Info - Shows any information the bot collected

  • Quick Responses - Search and insert pre-written responses. Users also have the ability to add new custom responses


Was this article helpful?