The Inbox
The Inbox is your action center. It shows tickets that need your attention right now, prioritized so you can focus on what matters most. The badge in the sidebar shows the count of items waiting.
What Appears in the Inbox
- Awaiting Approval - Ensoras drafted a reply that needs your review before sending
- Awaiting Agent - A ticket escalated to a human agent and needs a manual response
- Awaiting Ensoras (stale) - Ensoras has not responded in over 24 hours, which may need investigation
Inbox Table
Each ticket in the inbox shows:
| Column | What It Shows |
|---|---|
| Ticket | Customer avatar, title (bold if unread), channel badge (email/widget), email address, and up to 3 tag badges |
| Status | Color-coded badge sorted by urgency: Approval first, then Ensoras, then Agent |
| Priority | Colored dot: gray (Low), amber (Medium), orange (High), red (Urgent/Critical) |
| Messages | Total message count |
| Assigned | Avatar of the assigned agent, or empty circle if unassigned |
| Last Message | Relative time since the most recent message |
| Created | When the ticket was first opened |
An unread indicator (blue dot) appears when the most recent message is from the customer and has not been viewed.
Filtering
Use the filter dropdown to narrow tickets by:
- Channel - Widget or Email
- Status - Awaiting Ensoras, Awaiting Approval, Awaiting Agent
- Priority - Low, Medium, High, Urgent, Critical
- Assigned To - A specific team member
- Team - A specific team
Filters persist across page loads so your view stays consistent.
Bulk Actions
Select multiple tickets using the checkboxes, then:
- Close Selected - Close all selected tickets at once (requires confirmation)
- Approve Pending - Approve all draft Ensoras replies in the selected tickets and queue them for sending
The Tickets Page
Navigate to Tickets in the sidebar to see every ticket in your project, not just ones needing attention.
The Tickets page includes all statuses (including Resolved and Closed) and additional filters:
- Type - Ensoras-handled or Human-handled
- Date Range - From/To date pickers
- Executed Tool - Filter by which tool was used during the conversation
- Matched Workflow - Filter by which workflow triggered
Bulk Actions on Tickets
- Close Selected - Close multiple tickets
- Reopen Selected - Reopen closed tickets (sets status to Awaiting Agent for human tickets, Awaiting Ensoras for automated tickets)
- Approve Pending Replies - Approve all draft responses in selected tickets
- Regenerate Pending Replies - Ask Ensoras to rewrite draft responses in selected tickets
The Ticket Detail View
Click any ticket to open the full conversation view. This is where you manage individual support cases.
Conversation Thread
The left side shows the full message history. Each message displays:
- Sender - Customer, Ensoras, Agent, or System
- Content - The message text (with markdown formatting)
- Timestamp - When the message was sent
- Status badge - For Ensoras messages: Draft (yellow), Queued (green), Pending Tools (blue), Rejected (red), Scheduled (with countdown)
A typing indicator shows "Ensoras is preparing a response..." when a response is being generated.
Reviewing Ensoras Drafts
When a ticket is in Awaiting Approval status, Ensoras has drafted a response for your review. You have these options:
| Action | What It Does |
|---|---|
| Approve | Sends the reply to the customer immediately |
| Reject | Discards the draft. The ticket returns to its previous status. The rejected message is kept for historical reference. |
| Regenerate | Asks Ensoras to write a completely new draft |
| Execute & Review | Runs any pending tool calls, then regenerates the response with the new data. Useful when you want to see what tool results look like before sending. |
| Run All | Runs all pending tools and sends the response in one step |
If a message is scheduled for future delivery, you can Send Now to deliver it immediately or Cancel to delete it.
Writing Agent Replies
At the bottom of the conversation, use the reply composer to write a manual response:
- Type your message in the text area
- Press Shift+Enter to send immediately
- Click the schedule button to set a future delivery time (up to 48 hours ahead)
When you send an agent reply, any pending Ensoras drafts for that ticket are automatically rejected since you are taking over the conversation.
Generating an Ensoras Draft On Demand
If a ticket has no pending draft and you want Ensoras to suggest a response, click the magic wand button at the bottom of the conversation. Ensoras will analyze the conversation and create a draft for your review.
Ticket Sidebar
The right side of the ticket view shows context and controls:
Customer Information
- Name, email address
- Total tickets from this customer
- Open ticket count
Conversation Stats (visible after 2+ messages)
- Conversation duration
- Message count breakdown: customer messages, Ensoras messages, agent messages
Ticket Properties
- Status (changeable via dropdown)
- Priority (changeable: Low, Medium, High, Urgent, Critical)
- Type (Ensoras or Human)
- Channel (Email or Widget)
- Assigned agent or team
- Created and updated timestamps
- Tags
Ensoras Activity
- Workflows that were evaluated and which ones executed
- Tool executions with results
Ticket Actions
Use the controls in the ticket header:
| Action | What It Does |
|---|---|
| Change Status | Move the ticket to a different status |
| Close | Close the ticket. Ends any active widget session. |
| Reopen | Reopen a closed ticket |
| Change Priority | Set Low, Medium, High, Urgent, or Critical |
| Take Ownership | Assign the ticket to yourself and mark as human-handled |
| Assign To | Assign to a specific agent or team |
| Escalate | Mark the ticket as human-handled (changes type from Ensoras to Human) |
Ticket Statuses
| Status | Meaning | What Happens Next |
|---|---|---|
| Awaiting Ensoras | Customer sent a message, Ensoras needs to respond | Ensoras analyzes and generates a response |
| Awaiting Approval | Ensoras drafted a reply for your review | You approve, reject, or regenerate |
| Awaiting Agent | Escalated to a human agent | An agent responds manually |
| Awaiting Customer | Response sent, waiting for reply | Customer replies or ticket auto-closes |
| Resolved | Issue addressed, pending closure | Auto-closes after the configured waiting period |
| Closed | Conversation complete | Can be reopened if the customer follows up |
Ticket Priority Levels
| Priority | When to Use |
|---|---|
| Low | General inquiries, no urgency |
| Medium | Standard requests (default) |
| High | Time-sensitive issues |
| Urgent | Immediate attention needed |
| Critical | Business-critical, escalate immediately |
Priority can be set manually or automatically through workflow actions (Update Ticket Priority).
Tips
Start with Approvals. Awaiting Approval tickets have Ensoras drafts ready for review. A quick approval sends the response immediately with minimal effort.
Use Bulk Actions. When you have multiple similar tickets (like pending approvals), select them all and process in one click.
Monitor Stale Tickets. Tickets Awaiting Ensoras for over 24 hours appear in the Inbox. These may indicate a processing issue or need manual intervention.
Set Up Routing Workflows. Use workflows with Assign Agent or Assign Team actions to automatically route tickets to the right person based on conversation content.
Use Filters on the Tickets Page. The "Matched Workflow" and "Executed Tool" filters help you analyze how specific workflows perform across many tickets.
Next, see real-time widget conversations in Active Chats.