> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zappway.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Omnichannel

> Centralized workspace to manage, audit, respond to, and analyze all conversations from your agents across every connected channel.

# Omnichannel

## Overview

The **Inbox (Logs)** is the operational heart of your customer service in ZappWay. It aggregates conversations from every connected channel — Web Chat, WhatsApp, Instagram, Messenger, Telegram, and more — into a single, unified workspace.

**Architecture:**

```
ZappWay Dashboard
└── Sidebar Menu → Inbox
    ├── Unified List View (triage by status)
    ├── Kanban Board (workflow visualization)
    └── Conversation Detail (chatbox, context, actions)
```

**What you can do from the Inbox:**

* Monitor automated conversations in real-time
* Intervene (human takeover) when an agent is needed
* Organize tickets using Kanban or List views
* Search, filter, and export conversation history
* Manage bulk actions across multiple threads

***

## Interface Modes

### 1. Unified Inbox (List View)

The default view organizes all conversations by status, enabling fast triage across your team.

| Status Tab          | Description                                                 |
| ------------------- | ----------------------------------------------------------- |
| **Unresolved**      | Active conversations that still require attention or action |
| **Unread**          | Threads with new messages since your last visit             |
| **Human Requested** | Users who explicitly asked to speak with a human agent      |
| **All**             | Complete history of every interaction, regardless of status |

**Navigation Example:**

```
Dashboard → Inbox
→ Loads: Unified List (Unresolved tab by default)

Click "Unread" tab
→ Filters to: conversations with new messages

Click any conversation
→ Opens: Omnichannel Chatbox (detail view)
```

### 2. Kanban Board

Switch to **Kanban View** for a visual representation of your support pipeline. This mode is ideal for teams managing high ticket volumes or following structured support workflows.

**Columns:**

* **Open** — New conversations awaiting first response
* **In Progress** — Actively being handled by an agent or AI
* **Resolved** — Completed and archived conversations

**Features:**

* Drag and drop tickets between columns to update their status
* See team workload at a glance
* Color-coded channel indicators per card
* Quick-assign agents directly from the card

<Tip>
  **When to use Kanban vs List:** Use List View for fast daily triage. Switch to Kanban when managing a queue with your team, running sprints, or needing a visual SLA overview.
</Tip>

***

## Conversation Detail (Omnichannel Chatbox)

Clicking any conversation opens the full **Omnichannel Chatbox**, your command center for a single interaction.

### Live Chat & Human Takeover

| Feature                  | Description                                                                        |
| ------------------------ | ---------------------------------------------------------------------------------- |
| **Real-time Monitoring** | Watch the AI agent converse with the user as it happens                            |
| **Human Takeover**       | Send messages directly as an operator to intervene at any point                    |
| **Pause Automation**     | Temporarily suspend the AI to prevent conflicting responses during manual handling |
| **Resume Automation**    | Re-enable the AI flow once the human interaction is complete                       |

<Warning>
  **Always pause automation before intervening.** If you send a message without pausing, both the AI and the operator may respond simultaneously, creating a confusing experience for the user.
</Warning>

### Context Panel

The right-hand context panel surfaces everything collected during the conversation:

* **User Variables** — Name, email, phone, and any custom fields captured by the flow
* **Journey Path** — Waterfall view of every block executed during the session
* **Source Channel** — Which channel the conversation originated from (WhatsApp, Web, etc.)
* **Device & Session Info** — Browser, OS, or app version where available
* **Agent Assignment** — Current assigned agent or team

### Conversation Actions

| Action                | Description                                                           |
| --------------------- | --------------------------------------------------------------------- |
| **Mark as Resolved**  | Archives the conversation and removes it from active queues           |
| **Assign Agent**      | Routes the ticket to a specific team member or group                  |
| **Pause / Resume AI** | Toggles automation on or off for this conversation                    |
| **Export Transcript** | Downloads the full conversation history as a file                     |
| **Delete**            | Permanently removes the conversation (use for spam or sensitive data) |

<Info>
  Resolved conversations are not deleted — they remain accessible in the **All** tab and can be reopened if the user messages again.
</Info>

***

## Filtering & Search

Use the filter bar at the top of the Inbox to narrow down conversations across large volumes.

**Available Filters:**

| Filter             | Options                                                  |
| ------------------ | -------------------------------------------------------- |
| **Date Range**     | Today, Last 7 days, Last 30 days, Custom range           |
| **Status**         | Unresolved, Unread, Human Requested, Resolved, All       |
| **Channel**        | WhatsApp, Web Chat, Instagram, Messenger, Telegram       |
| **Agent**          | Filter by assigned agent or unassigned                   |
| **Flow**           | Filter by which ZappFlux flow triggered the conversation |
| **Keyword Search** | Full-text search across message content                  |

**Search Example:**

```
Filter: Status = Unresolved + Channel = WhatsApp + Date = Last 7 days
→ Returns: All open WhatsApp threads from the past week
```

***

## Bulk Actions

Efficiently manage multiple conversations at once without opening each individually.

**How to use:**

1. Enable checkboxes via the **Select** toggle in the toolbar
2. Check individual conversations or use **Select All Visible**
3. Choose a bulk action from the action bar

**Available Bulk Actions:**

| Action            | Description                                          |
| ----------------- | ---------------------------------------------------- |
| **Bulk Resolve**  | Marks all selected conversations as resolved         |
| **Bulk Delete**   | Permanently removes all selected conversations       |
| **Bulk Assign**   | Assigns all selected tickets to a specific agent     |
| **Mark All Read** | Clears unread indicators across all selected threads |

<Warning>
  **Bulk Delete is irreversible.** Deleted conversations cannot be recovered. Use this action only for confirmed spam or compliance-required data removal.
</Warning>

***

## Export & Reporting

### Export to CSV

Download a detailed report of conversations for external analysis, compliance audits, or BI tools.

**Exported fields include:**

* Conversation ID
* Channel
* Start and end timestamps
* Duration
* Assigned agent
* Status at export time
* Full message transcript
* Variables collected (Name, Email, Custom Fields)
* Flow name and version

**How to export:**

1. Apply any desired filters (date range, channel, status)
2. Click **Export** in the top-right toolbar
3. Choose format (CSV)
4. File downloads to your browser

<Info>
  Exports respect your active filters. To export everything, clear all filters before exporting.
</Info>

***

## Real-time Synchronization

The Inbox updates in real-time without requiring a page refresh:

**What updates automatically:**

* New incoming messages appear immediately in the list
* Status changes (e.g., AI resolved a conversation) reflect instantly
* Agent assignments propagate to all team members simultaneously
* Unread counts update as messages arrive

**How it works:**

```
User sends message on WhatsApp
→ ZappWay receives webhook
→ Inbox updates in real-time (WebSocket connection)
→ Unread count increments
→ Conversation moves to top of list
```

***

## Troubleshooting

### Issue: Conversations Not Appearing

**Symptoms:**

* Inbox shows empty even though you expect messages
* Specific channel messages are missing

**Solutions:**

1. Check active filters — a date or channel filter may be hiding results
2. Verify the channel integration is connected in **Settings → Channels**
3. Confirm the ZappFlux flow has a valid trigger for that channel
4. Refresh the page (F5 or Ctrl+R / Cmd+R)
5. Check that webhooks are active for the affected channel

### Issue: Human Takeover Not Working

**Symptoms:**

* Messages sent as operator don't reach the user
* AI continues responding after manual intervention

**Solutions:**

1. Ensure **Pause Automation** is toggled on before sending messages
2. Verify your user role has **Operator** or **Admin** permissions
3. Check the channel supports two-way messaging (some channels are read-only)
4. Refresh the conversation and try again
5. Contact support if the issue persists

### Issue: Export File Is Empty or Incomplete

**Symptoms:**

* Downloaded CSV has no rows or is missing conversations
* Export includes fewer records than expected

**Solutions:**

1. Clear all active filters before exporting
2. Verify the date range covers the period you need
3. Check your user permissions — some roles may have restricted data access
4. Try a smaller date range if the export times out
5. Contact support with the export parameters for investigation

### Issue: Real-time Updates Not Showing

**Symptoms:**

* New messages don't appear without refreshing
* Status changes from teammates aren't visible

**Solutions:**

1. Check your internet connection stability
2. Disable VPNs or proxies that may interfere with WebSocket connections
3. Try a different browser
4. Disable browser extensions (especially ad blockers or privacy tools)
5. Reload the page to re-establish the WebSocket connection

***

## Best Practices

**1. Use the Inbox to Improve Your AI**
The Inbox is not just a support tool — it's a feedback loop. Conversations where users ask for humans or get stuck reveal gaps in your ZappFlux flows. Review these regularly and iterate.

**2. Establish a Triage Routine**
Start each shift by reviewing **Unread** and **Human Requested** tabs before anything else. These require immediate attention and should not age.

**3. Assign Conversations Promptly**
Unassigned tickets are invisible to individual agents. Use bulk assign or set up auto-assignment rules in **Settings** to ensure every ticket has an owner.

**4. Resolve Aggressively**
Keeping large numbers of conversations in "Unresolved" creates noise. If a conversation is complete, mark it resolved. It remains searchable and can be reopened.

**5. Export Regularly for Compliance**
If your organization has data retention requirements, schedule regular CSV exports. The Inbox does not guarantee permanent retention of conversation history beyond your plan limits.

<Tip>
  **Pro Tip:** Combine the **Human Requested** filter with the **Channel** filter to identify which channels generate the most escalations. This helps you prioritize flow improvements where they matter most.
</Tip>

***

## Support

Need help with the Inbox or Logs?

**Contact ZappWay Support:**

* Email: [support@zappway.ai](mailto:support@zappway.ai)
* Include: Browser type/version, screenshots, conversation IDs if relevant

**Provide These Details When Reporting Issues:**

* Which tab or view you were using (List, Kanban, Detail)
* Active filters at the time of the issue
* Error messages (from browser console if available)
* Whether the issue is reproducible or intermittent
* Your user role (Admin, Operator, Viewer)

***

**Last Updated:** March 2026\
**Platform:** ZappWay Dashboard — Omnichannel

***