Inbox
The Inbox is the agent’s working list: every conversation from every channel, filtered into folders, inboxes and saved views.
Folders
Section titled “Folders”| Folder | Filter |
|---|---|
| All | Every active conversation the member may see |
| Unassigned | No assignee and status open or pending |
| Mine | Assigned to the current member |
| AI handling | Handled by the AI agent (visible only when an AI adapter is connected) |
| Snoozed | Snoozed |
| Resolved | Resolved |
| Merged | Merged into another conversation (hidden by default) |
| Spam | Marked as spam |
Badges count unread conversations assigned to the member; resolved, spam and snoozed conversations are never counted. Unassigned shows red whenever it is non-zero.
When an AI adapter is connected, AI handling is the landing zone: every new conversation starts there. Pressing Take the chat in a conversation, the customer asking for a person, or the AI escalating moves it to a human. Give back to bot returns it.
Inboxes
Section titled “Inboxes”An inbox is a wrapper around one channel: one widget, one mailbox, one Telegram bot, one WhatsApp number, one phone line. Each inbox belongs to a site, has a name (unique in the account), an icon and colour, and a list of members and teams who can see it. Disabling an inbox stops new conversations on that channel; deleting an inbox unlinks the channel but does not delete it.
Create inboxes in Chats → + Create inbox: choose the channel type, name it, pick the site, add members. Owners and Admins manage inboxes; Managers and Agents see the inboxes they belong to.
Saved views
Section titled “Saved views”A saved view is a named filter: status, inbox, assignee, team, tag, priority, country, unread, channel, site, plus a sort order. Views are private by default; Managers and above can share one with the whole account. Views are ordered by drag-and-drop and need at least one condition.
The conversation list
Section titled “The conversation list”Cards show the contact, the channel icon, the last message, the waiting time, tags and priority. The list is sorted by last activity, waiting time, or creation date, and searched by contact name, e-mail, phone or message text. Card actions: resolve, snooze, mark as spam; Agents can act only on their own conversations.
Auto-assignment
Section titled “Auto-assignment”When a conversation is created, RolChat tries these in order and stops at the first that matches:
- Automation rules (for example “subject contains billing → Billing team”).
- The inbox’s default team.
- Round-robin across the inbox’s members, or least load (fewest open conversations).
- Nobody: the conversation waits in Unassigned.
An agent’s workload cap (Settings → Team) makes routing skip them when they are full; going offline reassigns their unanswered conversations if the team policy says so.
Resolved and closed
Section titled “Resolved and closed”Resolved conversations move to the Resolved folder and reopen automatically when the customer writes. After 30 days of silence (1 to 365 days, set in Settings → Chats) they are archived as closed. A customer’s message within 30 days of closing reopens the same conversation; later messages start a new one.