AI Inbox

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What is the AI Inbox?

The AI Inbox is your central workspace for reviewing all proposed actions from proactive agents. Think of it as a smart drafts folder where the AI prepares messages for you to review and approve before anything reaches your customers. Key difference from AI Conversations:

• AI Inbox — Outbound messages proposed by agents for you to review (you → customer).
• AI Conversations — Inbound conversations your customers have with the AI assistant (customer ↔ AI).

The inbox gives you full control over every message: you can approve as-is, edit for personalization, reject with feedback, or snooze for later. Over time, you can enable auto-execute for agents you trust so high-confidence actions send automatically without manual review.

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How to Access

1. In the Dashboard navigation, go to Operations → AI Assistant → AI Inbox.
2. Or use the direct link.

Permissions: You need the proposedAction role (typically included in Administrator or custom roles with AI access).

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Understanding the Inbox Interface

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Metrics Bar

At the top of the inbox you’ll see five key metrics at a glance: These metrics update automatically as you process actions. Click any metric tile to filter the list to matching items.

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Action List

The main list shows one row per proposed action. Each row displays:

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Status Badges

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Filtering and Segments

Quick filter tabs at the top let you jump between predefined segments: You can refine the view further with custom filters:

• Criteria type — Show only actions from a specific agent.
• Customer — Search by customer name or company.
• Confidence — Filter by score range.
• Priority — Show only High or Critical actions.
• Channel — Email or Voice.
• Date range — Filter by created or expiry date.

The search bar searches across subject lines, message body content, and customer names in real time.

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Sorting

Click any column header to sort ascending or descending. The default sort is Created (newest first).

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Empty States

When the inbox is clear, you’ll see one of two helpful messages:

• “No pending actions” — All caught up! No actions need review right now. The page invites you to configure AI agents to generate more activity.
• “No results found” — No actions match your current filters. Try adjusting or clearing your filters.

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Taking Action on Proposed Items

Click any row in the inbox to open the action detail panel. The panel is split into two sections: Context & History on the left, and the Message Draft on the right.

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Left Panel — Context & History

This section helps you understand why the action was proposed:

• Customer information — Full name, profile photo, company, customer type (Member, Contact, or Lead), active plan, and a link to the full customer profile.
• Why this was proposed — The agent name, the trigger criteria (e.g., “Invoice #1234 is 5 days overdue. Customer has good payment history but missed this payment.”), and supporting data like amounts and dates.
• Customer history — Recent activity (check-ins, bookings, last visit), communication history, payment history, support tickets, and any previous proactive actions sent to this customer.
• Confidence score — The overall percentage plus factors that contributed to the score (e.g., strong payment history, clear trigger, high engagement).

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Right Panel — Message Draft

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For Email Actions (Draft Message)

Shows:

• To: Customer email address
• From: Your location’s default sending address
• Subject: Proposed subject line (editable)
• Body: Full message content with formatting (editable)
• Variables: Placeholders replaced with actual customer data
• Signature: Your default email signature

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For Voice Actions (Voice Outreach)

Shows:

• To: Customer phone number
• Script: What the AI will say in the call (editable)
• Tone: Friendly, professional, or urgent (based on context)
• Duration: Estimated call length

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Preview Mode

Click Preview to see exactly what the customer will receive — all variables are filled in with real data and formatting is preserved.

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Four Ways to Respond

Every proposed action gives you four options:

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✅ Approve & Send

Use when the message is accurate, the tone matches your brand, and no changes are needed.

1. Review the message and customer context.
2. Click Approve & Send.
3. Confirm in the modal.

The action is sent immediately. The customer receives the email or voice call, and the action status changes to Approved. Any reply from the customer starts a two-way conversation in AI Conversations.

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✏️ Edit & Approve

Use when the message is good but needs minor tweaks or a personal touch.

1. Click Edit on the message draft.
2. Modify the subject line and body using the rich text editor:
   • Add or remove content
   • Apply bold, italic, bullets, or links
   • Insert variables from the sidebar
3. Preview your changes.
4. Click Save & Send and confirm.

Tip: Variables (like {{customer_name}}, {{invoice_number}}) are shown in the right sidebar. Click one to insert it at your cursor position. Variables are auto-replaced with real values when the action is sent.

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❌ Reject

Use when the action isn’t appropriate — the issue is already resolved, the timing is wrong, or you’d prefer to handle it personally.

1. Click Reject.
2. Select a rejection reason from the dropdown (this helps train the system):
   • Already resolved
   • Poor timing
   • Incorrect information
   • Not appropriate
   • Prefer manual handling
   • Other (custom note)
3. Optionally add internal notes.
4. Click Reject.

The action is dismissed and removed from the pending queue. Rejections are logged for analytics and help improve future proposals. When to adjust an agent: If you’re rejecting many actions from the same agent, consider adjusting its configuration — for example, increasing the cooldown period or raising the confidence threshold.

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⏰ Snooze

Use when you’re not ready to decide right now but want the action to come back automatically.

1. Click Snooze.
2. Select a duration:
   • 1 hour
   • 4 hours
   • 1 day
   • 3 days
   • Custom date and time
3. Optionally add a reminder note.
4. Click Snooze.

The action moves to the Snoozed segment and returns to pending after the selected period. You’ll see it again in your inbox when the snooze expires.

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Bulk Operations

Select multiple actions using the checkboxes on the left of each row. A bulk action bar appears at the bottom with:

• Bulk Approve — Send all selected actions at once. Use cautiously and only for low-risk, similar actions (e.g., payment reminders).
• Bulk Reject — Dismiss all selected actions.
• Bulk Snooze — Defer all selected actions to the same time.

Best practice: Always review actions individually before bulk approving. Bulk operations are convenient but skip the detailed context review.

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Introduction Screen

When you first open the AI Inbox, you’ll see an introduction screen that explains the workflow:

Your AI assistant continuously monitors your space and identifies opportunities to engage with customers — from payment reminders to lead follow-ups. Each proposed action appears here for your review and approval before anything is sent. You can edit messages, approve them as-is, or dismiss them. Over time, you can enable auto-execute for specific action types you trust.

Dismiss this screen to access the inbox list. You can always return to it by refreshing the page.

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Action History

To review past actions:

1. Switch to the Approved or Rejected segment.
2. Click any action to see:
   • What was sent (or the rejection reason)
   • When it was sent or rejected
   • The outcome (if tracked — e.g., payment made, conversation started)
   • Any customer response linked to the action

This history helps you measure the effectiveness of your proactive agents over time and identify which agents deliver the best results.

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Related Pages

• Proactive Agents — How agents work and how to access the configuration page.
• Configuring Agents — Step-by-step guide to enabling and customizing individual agents.
• Agent Types Reference — Detailed reference for all available agents.
• AI Conversations — Two-way conversations with customers, including replies to approved actions.