Feeds

Feeds are an essential part of Inbox. They act like folders, helping you organize your conversations.

Types of feeds in Inbox

Agent feeds

Agent feeds are feeds that are owned by and unique to a specific Inbox agent. These feeds contain conversations that are assigned to the agent, or that the agent has starred, snoozed, or archived.

Agent feeds give your agents a tailored view of every conversation that has been assigned to them, and every conversation that they’re a participant in.

This allows agents to work in a more focused way, because they don’t need to sift through every item in every channel feed or team feed to find what they need to work on.

Subtypes of agent feeds

There are three subtypes of agent feeds:

• Assigned to me: Contains all items that have been assigned to that agent.

• Snoozed: Contains all items that the agent or another agent in their team has snoozed.

• Closed: Contains all items that the agent or another agent in their team has closed.

Assigned to me feed

Every agent has an Assigned to me feed. This feed makes it easy for an agent to see which conversations are their responsibility to handle.

The Assigned to me feed contains every conversation that has been assigned to the agent from a Team feed, or from the feed of another agent with permission to reassign items.

Conversations remain in the Assigned to me feed until one of the following actions happens:

• The conversation is snoozed.

• The conversation is closed.

• The conversation is reassigned to another agent.

• The conversation is reassigned to a team that the currently assigned agent is not a member of.

Snoozed feed

Every agent has a Snoozed feed. The Snoozed feed contains every conversation that the agent or another agent in their team has snoozed, from any feed that the agent has access to.

conversations remain in the Snoozed feed until:

• They are unsnoozed manually

• A new message is sent by a contact, agent, or automation, causing the conversation to unsnooze.

Closed feed

Every agent has a Closed feed. The Closed feed contains every conversation that has been closed by the agent or any of the agent’s team members.

Conversations remain in the Closed feed indefinitely, unless one of the following actions happens:

• The conversation is re-opened manually by any agent.

• The conversation is re-opened when a new message is sent in the conversation.

Team feeds

Team feeds are created automatically when you create an Inbox team. For example, if you create an Inbox team named ‘NL Support’, a team feed named ‘NL Support’ will be created automatically.

Team feeds are feeds that every member of an Inbox team has access to. These feeds are used to organize conversations and other conversations based on team-specific criteria, such as language, product, or service.

Agents can access the team feed of any team that they are a member of. For example, if an agent is a member of a team called ‘NL support’, and a member of another team called ‘EU support’, they will be able to see both of these team feeds in Inbox.

Team feed sorting

Agents can sort the conversations within their team feed. The sorting options include:

• Oldest (based on the created date)

• Newest (based on the created date)

• Last interaction (based on either the contact or the agent)

• Longest waiting (based on the conversation that has been waiting for the longest time).

The default view is set to "open conversations".

By default, conversations in team feeds are unassigned until they are assigned to an agent.

Channel feeds

Channel feeds are never visible to Inbox agents, and are mainly operational or for troubleshooting.

Channel feeds display conversations by channel. Inbox agents don't have access to channel feeds, and they shouldn't be used for day-to-day operations.

Channel feeds are useful for troubleshooting, view-only searches, or viewing conversations that were not resolved automatically or never reached an agent.