Inbox filters

The inbox has seven filters. They live in the left sidebar dropdown on /inbox. Each one is a different slice of the same queue. Pick one and the conversation list re-renders.

Each filter is also a URL — the dropdown drives a ?filter=<key> query parameter, so you can bookmark a view or drop the URL into Slack. The keys are: ai_queue, all, unassigned, mine, mentions, ai_handled, closed.

AI Queue

The default landing when Autopilot is on. Shows conversations the AI is currently handling. The page header shows a "Listening" status strip with how many threads the AI is handling now and how many it auto-resolved today.

The Take Over button on a row hands a conversation back to a human and assigns it to the caller. Pause AI is the same action but stays on the queue page so you can sweep multiple in a row. Both call the take_over_conversation RPC under the hood.

This filter is the right view when you're auditing AI behavior in real time — watch the AI work, intervene when it gets something wrong.

All

Every open conversation in the workspace, regardless of who it's assigned to.

This is the right view for triage. It's also the right view if your team is small enough that everyone can see everything without drowning.

Unassigned

Open conversations with no assignee. The triage queue.

Use this when you start your shift to clear the backlog. Claim conversations one at a time, or rely on routing rules to auto-assign on inbound. If your routing rules cover everything, this view should be small or empty.

Mine

Open conversations assigned to you. The view most agents live in. Mine respects pending status — a conversation marked pending falls out of Mine until the customer replies.

Mentions

Conversations where a teammate has @-mentioned you in an internal note. Critical when you're the escalation point or the on-call engineer being looped in. See Mentions.

A conversation stays in Mentions until you read it. Once you open it, the mention is cleared.

AI handled

Conversations the AI agent resolved without a human reply. Useful for spot-checking what the AI is doing in your name. Open one, scroll the thread, and decide whether the response was good.

Closed

Conversations that are resolved. Open ones don't appear here.

Sharing a filter view

The pattern is /inbox?filter=<key>. Drop the URL into a runbook, a Slack channel topic, or a saved tab group. Anyone with workspace access who clicks it lands on the same view.

Counts

Each filter shows a count next to its name in the sidebar. Counts update live: a new conversation arriving bumps Unassigned (and AI Queue if autopilot is on). Claiming it bumps Mine. A teammate mentioning you bumps Mentions without a refresh.

Picking the right filter for the job

• Autopilot on, watching the AI work: AI Queue.
• Starting the day on a non-AI workspace: Unassigned, claim what's yours, then Mine.
• Backlog crunch: All, sort by oldest, work top down.
• Senior support / on-call: Mentions first, then Mine.
• Auditing the AI: AI handled.
• Looking up a closed conversation: Closed plus Search.