Unified inbox

The inbox shows every conversation from every channel in one list.

Layout

• Folder tree: All opened / All closed, Saved views, Queues, Channels and Contact labels.
• Case list: Mine / Unassigned / Other, search, channel chips and unread counts.
• Case stream: messages, AI replies (purple), internal notes (amber) and system lines.
• Case info: ID, status, queue, assignee, linked ticket, wrap-up disposition and contact details.

Saved views

Filter the list (folder, sub-tab, channel, label, queue) and click + next to Saved views. Views are shared with the workspace and also exist for tickets.

Internal notes

Switch the composer to Internal note. Notes are stored on the conversation, visible only to staff, and never sent to the customer.

Hold and resume

Click the pause icon to put a case on hold with a reason. The linked ticket moves to ON_HOLD and its resolution clock pauses. Resume reopens both.

Wrap up

Close opens the wrap-up dialog: disposition, note, tags and category. Closing resolves the ticket, records the disposition for the Inbox dashboard and (by default) sends a CSAT request on the channel.

Translation

Click Translate under any customer message.

• When live translation is configured on your workspace, the message is translated and the detected language is stored on the case.
• When it is not, Pingloop still detects the source language and says translation is unavailable. It never shows the original text dressed up as a translation.
• A message already in your language is reported as such rather than round-tripped.

Detection covers the common scripts (Thai, Burmese, Chinese, Japanese, Korean, Arabic, Hebrew, Cyrillic, Devanagari, Greek) and Latin-alphabet languages including Spanish, French, German, Portuguese, Italian and Dutch.

Assignment

Change the assignee from Case info. Routing rules also assign automatically when a case enters a queue.

Ask the AI agent

The robot icon lets the active AI agent answer the last customer message on demand, even in a human-handled case.

Starting a case yourself (outbound)

The pencil icon next to Unified inbox opens New outbound case, for when your team reaches out first rather than replying.

1. Contact — search existing contacts by name, email or phone. Their connected channels show as icons. Typing a name with no match creates a new contact.
2. Send from account — which of your connected channel accounts the conversation belongs to. This decides where replies are delivered.
3. Queue — who owns it. Leave it on Default queue to use the workspace default.
4. Contact label — optional, attached to the contact.
5. Opening note — becomes the first line of the case and the auto ticket's subject.

The case opens assigned to you, with a ticket created automatically.

Wrap up

Close opens the wrap-up dialog with the case's real timings (waiting, handled, resolution) and the linked ticket. Record:

Completing it resolves the linked ticket and sends a CSAT request on the channel. The dropdown options come from the workspace, so your own dispositions, types and categories appear here.