Inbox

The helpdesk interface for live agents to engage with livechats and tickets.

Requires various permissions to view, manage, or transfer livechats and tickets at the individual or team levels.

The Inbox is Yola's helpdesk, allowing live agents to interact with players through livechats and tickets—together referred to as conversations.

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Open Conversations

In the Inbox dashboard, the left-side Inbox panel lists all conversations. These can be selected to open their message threads and details.

See Find & View Conversations for searching, sorting, filtering, and split-screen conversations.

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Messaging

Send messages to a player in an open conversation using the message editor.

In a livechat, messages are sent as a text or text-to-speech (voice note) reply in the player's messaging app, like Telegram, Messenger, or a Webchat popup on a website.

In a ticket, messages are sent as an email into an ongoing email thread.

The message editor is also used to:

• Enhance or translate messages with AI.

• Embed attachments, emojis, and dynamic data.

• Write internal notes about the conversation.

• Transfer the conversation to another live agent, team, or back to an AI agent.

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Conversation Details

An opened conversation's details are visible in right-side panel tabs. If multiple conversations are opened in split-screen mode, each panel contains its own tabs. The tabs are:

Conversation

See Manage a Livechat and Manage a Ticket for details.

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Player

See Manage a Player for details.

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Custom

The Custom tab only appears if there's a custom profile iFrame configured.