Managing the unified inbox

The queue

Everything inbound lands in one list, newest first, with channel, author, and full conversation history. Threads keep their context — replying from Orbit360 replies in place on the original channel.

Routing rules

Rules in Inbox → Routing assign conversations automatically by channel, keyword, language, or sentiment. An unmatched conversation goes to the default queue.

Assignment and status

Each conversation is Open, Snoozed, or Closed and has at most one assignee. Assignment is visible to everyone, and a second person opening an assigned conversation sees a collision warning before typing.

Saved replies

Store reusable answers with variables like {{first_name}}. Saved replies are searchable with / in the reply box.

SLAs

Set a first-response target per channel. Conversations approaching breach turn amber; breached ones turn red and appear in the daily digest to admins.