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Inboxes

Effortlessly manage and organize customer conversations with structured inbox views in Mark360.ai.

Mark360.ai streamlines your WhatsApp chats into distinct inboxes, empowering teams to collaborate efficiently, stay organized, and respond faster. Whether you're handling new inquiries, collaborating with teammates, or reviewing closed tickets — there's an inbox designed just for that.

Available Inbox Views​

Mark360.ai offers six inbox views, displayed horizontally at the top of the Conversations dashboard:

Setup Organization

Unassigned Inbox​

  • Displays all new conversations not yet assigned to a team member.
  • Ideal for tracking new customer messages or replies from a broadcast.
  • Visible to all agents for quick claim and handling.

Mine Inbox​

  • Contains chats assigned to you personally.
  • A chat moves to "Mine" when you respond to a conversation from the Unassigned inbox.
  • Ensures clear ownership and accountability.

Mentions Inbox​

  • Get notified when teammates tag you using @name in internal notes.
  • Perfect for collaborative resolution, handovers, or escalating a case.
  • Quickly view all conversations where you're mentioned.

Pinned Inbox​

  • Pin important conversations for quick reference.
  • Great for tracking VIP customers, high-priority cases, or ongoing issues.

Open Inbox​

  • A holistic view of all active conversations.
  • Helps supervisors and agents monitor ongoing customer interactions.

Resolved Inbox​

  • Includes conversations marked as resolved.
  • Use this to archive completed chats and keep your active view clutter-free.
  • Easily revisit past cases when needed.

Pro Tip:
Use inboxes in combination with filters like date, tags, or agents to further refine your view and optimize support workflows.

Looking to customize your inbox labels or set routing rules? Learn how to configure smart workflows →