Inbox

9min

Inbox

The Enjo Inbox allows Live Agents to manage and review conversations handled by AI agents. It provides detailed conversation histories, analyzes AI responses, and grants access to relevant support tickets. Additionally, Live agents can take over conversations when necessary.



How it works 

  • Log in to Enjo Dashboard using your username and password.
  • Select Inbox from the left-hand sidebar.
  • Choose AI agent from the dropdown menu to view associated conversations.
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  • Use the search bar to locate specific conversations.
  • Apply filters to refine search results:
    • Conversation Status: Open, Closed
    • Time Range: Last week, Last month, Custom date range
    • AI Action Taken: AI Answer Provided, No Action Taken
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Each conversation in the Inbox displays the following information:

  • User’s Name: Name of the user in the conversation.
  • Conversation Status: Open or Closed.
  • Interaction Channel: Source of the conversation (e.g., SF Agent, website).
  • Message: Preview of the latest message.
  • Last Updated: Timestamp of the latest update.
  • User Sentiment: Score indicating user sentiment (Positive, Negative, Neutral).
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  • Click on a conversation to open a side drawer with the complete chat history.
  • Select Show Details to view additional information:
    • User Details: Contact or account information.
    • Linked Tickets: Any associated support tickets.
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To understand how the AI generated a response:

  • Click on any AI-generated message.
  • View the Synthesis section to see relevant Knowledge Base articles.
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Agent Takeover

  • If a Live Agent takes over the conversation, the Current Mode will display "Taken Over by Agent."
  • AI Agent Admins can assign conversations to Live Agents if required.

Inbox Channel

Enjo’s Inbox Channel enables support teams to manage customer interactions directly from Slack. With two-way communication, messages from channels like Slack, Teams, web chat, or ticketing systems sync in real-time to the Slack Inbox channel.

Configuration Steps

  1. Select Inbox → Inbox Channel → Setup Channel.
  2. Choose the Slack account to connect.
  3. Select the integrated Slack channel to serve as your Enjo Inbox channel



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Your Slack Inbox channel is now configured. 



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Updated 28 Mar 2025
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