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There are four other icons on your main inbox page - Inboxes, Observations, Contacts, and Quarantine. Below is a breakdown of what each item does

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Table of Contents

Inboxes

You can review all inboxes you are included in through the Inboxes tab.

• My Work - Conversations assigned to you
• Needs Work - Conversations waiting for a response
• Unassigned - Conversations with no owner
• Past Target - Conversations where the response target has been passed. The amount of minutes set for your target is created upon inbox creation.
• All Inboxes - Every inbox you are a part of

Observations

Here you can review conversations our AI automations have reviewed and provided more insights for - either retention risks, mishandled conversations, and sales opportunities.

Note: The AI automation will review both your AI Agent’s response as well as your team members

• Needs Review - Observations with no actions taken yet
• Ready to Act - Observations noted as ‘Reviewed’ but have not been resolved or dismissed
• Retention Risks - Observations where the AI has noted a customer may churn soon if not worked with further
• Mishandled - Incorrect information provided to the customer
• Sales Opportunities - Possible up-sells available
• All Observations - Every observation not resolved/dismissed

Options while reviewing Observations