Inbox Management

Your Saifa AI inbox is the central hub for every customer conversation — across all connected channels, all in one place.

Instead of switching between WhatsApp, LINE, Lazada, and other apps, your entire team manages every message from a single screen. Conversations can be filtered, assigned, labeled, and closed — giving you full visibility and control over your customer support workflow.

---

Inbox Layout

The inbox is divided into three main areas:

Left Sidebar — Navigation and filters Conversation List — All chats matching your current view Chat Window — The active conversation and customer details

---

Left Sidebar

The left sidebar helps you navigate between different views of your inbox.

Inbox Views

View	What It Shows
Your Inbox	Conversations assigned to you
Unassigned	Conversations not yet assigned to anyone
All Chat	Every conversation across all agents and channels

AI Automation

Option	What It Does
Assign to AI	Hand the conversation to Saifa AI to handle automatically
Escalate by AI	AI flags the conversation as needing human attention

Other Views

View	What It Shows
Platforms	Filter conversations by channel (WhatsApp, LINE, etc.)
Unread Chat	Conversations with unread messages
Spam Inbox	Messages marked as spam

Saved Filters

Click "+" next to Saved Filters to save your current filter combination as a shortcut. Useful for views your team uses regularly — for example, "Open Lazada chats unassigned today."

---

Conversation List

Each conversation in the list shows:

• Profile picture and customer name

• Channel icon — which platform the message came from

• Message preview — the last message in the conversation

• Time — how long ago the last message was sent (e.g. 1h, 3d)

• Assign To button — quickly assign the conversation to an agent

• Labels — color-coded tags applied to the conversation (e.g. 3 Label)

Status Tabs

At the top of the conversation list, switch between:

Tab	Shows
Open	Active conversations needing attention (e.g. Open 14)
Follow Ups	Conversations marked for follow-up
Close	Resolved conversations

---

Chat Window

Click any conversation to open it in the center panel.

• Full message history with timestamps

• Sent messages appear on the right, customer messages on the left

• Each message shows the agent name who sent it and the exact timestamp

• Type a reply in the "Type your message..." box at the bottom

Message Toolbar

At the bottom of the chat window, the toolbar gives you quick access to:

Icon	Function
🤖	AI Assistant — ask assistant about your business
✨	Suggestion AI — get a suggested reply from Saifa AI
😊	Emoji picker
🖼️	Send an image
💬	Saved Reply — Create saved replies to respond faster
🔗	Attach a file
⊞	Send Widget

---

Customer Info Panel (Right Panel)

When a conversation is open, the right panel shows detailed information about the customer and their history.

Information Tab

Field	Description
Customer #	Unique customer ID in your workspace
Labels	Color-coded labels applied to this conversation
Full Name	Customer's display name
Phone Number	Click "+ Add Phone Number" to add manually
Email	Click "+ Add Email" to add manually
Address	Click "+ Add Address" to add manually
Contact	Channel the customer messaged from (e.g. LINE, Instagram)
Order History	Past orders linked to this customer — searchable by Order ID

Conversation Analytics

Every conversation in Saifa AI can be analyzed in depth using the Conversation Analytics panel. Click the orange "Conversation Analytics" button in the right panel to open it.

This feature uses AI to analyze the full conversation and surface insights that help your team understand the customer, improve responses, and take smarter actions.

Conversation Analytics

Create Order Tab

Switch to the "Create Order" tab to create a new order for the customer directly from the inbox, without leaving the conversation.

Fill in the following fields and click "Confirm" to submit:

• Product — select the product(s) the customer wants to order

• Phone Number — customer's contact number for the order

• Shipping Customer Name — name to appear on the shipping label

• Shipping Details — customer's full shipping address

• Payment Method — e.g. Cash on Delivery

• Delivery Profile — select the delivery option to use

• Discount — enter a fixed amount (e.g. 100) or percentage (e.g. 10%) if applicable

The Order Summary at the bottom updates automatically showing the Subtotal and Order Total before you confirm.

---

Labels

Labels help you categorize and track conversations across your team.

Examples from real usage:

• 🟡 Waiting for payment

• 🔵 Returning customer

• 🟢 Waiting to ship

How to Add a Label

1. Open the conversation

2. In the right panel under Labels, click "+"

3. Select an existing label or type to create a new one

4. The label appears immediately on the conversation in the list

💡 Labels are color-coded and visible in the conversation list, so your team can triage at a glance without opening each chat.

---

Assigning Conversations

Distribute work across your team by assigning conversations to agents or teams.

Assign from the Conversation List

Click "Assign To" directly on any conversation in the list and select an agent — no need to open the conversation first.

Assign from Inside the Conversation

1. Open the conversation

2. Click the person icon at the top right of the chat window

3. Select an agent or team from the dropdown

---

Open, Follow Up & Close

Managing conversation status keeps your inbox organized and your team focused.

Open — conversation is active and needs a response Follow Up — conversation needs attention later; moves to the Follow Ups tab Close — conversation is resolved; moves out of the active queue

💡 If a customer sends a new message after a conversation is closed, it automatically reopens and returns to the Open queue.

---

Spam Inbox

Unwanted or irrelevant messages can be moved to the Spam Inbox to keep your queue clean.

• Access via Spam Inbox in the left sidebar

• Mark a conversation as spam using the " ⋮ " menu inside the chat

• Spam is reversible — open the Spam Inbox and select "Not Spam" to restore

---

Inbox Tips

Use "Your Inbox" as your daily workspace — it shows only conversations assigned to you, so you stay focused on what's yours.

Check "Unassigned" regularly — new conversations from customers who haven't been routed yet appear here. Assign them quickly so nothing falls through the cracks.

Add labels before closing — label conversations before marking them closed so your analytics and reporting stay accurate.

Use Suggest AI for faster replies — click ✨ to get a suggested reply from Saifa AI based on your Knowledge Base. Edit and send in seconds.