Inbox
The helpdesk interface for reps to engage with livechats and tickets.
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The helpdesk interface for reps to engage with livechats and tickets.
Last updated
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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 reps to interact with people through and —together referred to as 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 for searching, sorting, filtering, and split-screen conversations.
Send messages to a person in an open conversation using the .
In a livechat, messages are sent as a text or text-to-speech (voice note) reply in the person's messaging app, like WhatsApp, Messenger, or a Webchat popup on a website.
In a ticket, messages are sent as an email into an ongoing email thread.
The 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 rep, team, or back to an AI assistant.
An opened conversation's details are visible in right-side panel tabs. If multiple conversations are opened in mode, each panel contains its own tabs. The tabs are:
See and for details.
See for details.
The Custom tab only appears if there's a iFrame configured.