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Inbox

Inbox is the human layer of AgentOS. Every conversation that needs a person lands here — whether it started in a journey, a chatbot, an AI agent or directly from the customer — with the full history attached.

Inbox is the human layer of AgentOS. Every conversation that needs a person lands here — whether it started in a journey, a chatbot, an AI agent or directly from the customer — with the full history attached.

Automation handoffTake over from bots and AI agents without asking the customer to repeat themselves.
Inbox copilotContext-aware suggested replies and live knowledge retrieval.
Queues & routingRules, tags and working hours send each conversation to the right team.
CallsAudio/video, WebRTC, phone and WhatsApp Business Calling in the same workspace.

What agents can do

  • Work from My Work and All Work panels with sorting, filters and saved views.
  • Create, assign, merge and prioritise conversations; set status, tags and queue.
  • Send rich media, approved WhatsApp templates and quick replies; switch channel mid-conversation.
  • Use macros, internal notes, the knowledge base and the AI assistant to respond faster.
  • See the linked customer profile and full conversation history.
  • Work on the move with the Inbox mobile app (iOS and Android).

What supervisors configure

  • Working hours and agent statuses
  • Queues, routing rules and waiting strategies
  • Channels and senders connected to Inbox
  • Surveys and customer-satisfaction measurement
  • Integrations and API access (Inbox over API)

WhatsApp in Inbox

When a customer messages your WhatsApp number, a 24-hour customer service window opens and agents can reply freely. If the window has closed, Inbox prompts the agent to use an approved template to restart the conversation.

Phonovation tipSet up a dedicated queue for WhatsApp and tag conversations transferred from your chatbot (e.g. billing, complaint) so they reach the right people immediately.

Reporting

Inbox reports cover conversations, transcripts, queues, surveys, channels, tags and agent performance. Report data is retained for up to six months and each export covers up to 31 days.

NoteInbox is enabled per account. If you do not see it in your Phonovation workspace, contact your account manager or Phonovation Support to have it switched on.

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