Yola Docs
  • Getting Started
    • Glossary
    • Signing-in
    • Main Dashboard
    • Yola AI
    • Data Privacy
  • AICX Modules
    • AI Agents
      • Manage AI Agents
      • Actions
        • Send Message
        • Send File
        • Show Carousel
        • Show Survey
        • Collect Feedback
        • Create Ticket
        • Human Handoff
        • External Handoff
        • Jump to Trigger/Action
        • If/Else
        • Set Chat Variable
        • Send API Request
      • LLMs
        • Cloudflare Training
      • Publishing
        • Webchat
          • Proactive Messages
        • Facebook Messenger
        • WhatsApp
        • Telegram
        • LINE
        • Africa's Talking
        • Bitrix24
        • Zendesk
    • Inbox
      • Find & View Conversations
      • Message Editor
      • Transfers & Takeovers
    • Livechats
    • Tickets
    • Players
    • Analytics
      • Winnow
  • General
    • Settings
      • Workspace
        • Plan & Billing
          • Interactions Amount
        • Roles & Permissions
        • Users
        • Teams
        • IP Allowlist
        • Whitelabelling
      • Teamspaces
        • Banning
        • Tags
        • Chat Assignment
        • Email Domains
        • Email Templates
        • Exports
        • Canned Replies
        • Custom Fields
        • Custom Profiles
        • Custom Analytics
      • User Account
        • User Aliases
        • Online Status
    • Plans & Pricing
    • VIP Club
  • Developers
    • Developer Tools
      • Chat Variables
      • Chat Scripts
      • Webchat Script
      • Developer API
      • On-Premise & Hybrid Hosting
Powered by GitBook
On this page
  • Open Conversations
  • Messaging
  • Conversation Details
  • Conversation
  • Player
  • Custom

Was this helpful?

  1. AICX Modules

Inbox

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

PreviousZendeskNextFind & View Conversations

Last updated 16 hours ago

Was this helpful?

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 and —together referred to as conversations.


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 for searching, sorting, filtering, and split-screen conversations.


Messaging

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

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 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.


Conversation Details

Conversation


Player


Custom

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.

livechats
tickets
Find & View Conversations
message editor
message editor
split-screen
Manage a Livechat
Manage a Ticket
Manage a Player
custom profile