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)
- 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 |
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
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.
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 |
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.
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) |
Resolved conversations are not deleted — they remain accessible in the All tab and can be reopened if the user messages again.
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 |
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:
- Enable checkboxes via the Select toggle in the toolbar
- Check individual conversations or use Select All Visible
- 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 |
Bulk Delete is irreversible. Deleted conversations cannot be recovered. Use this action only for confirmed spam or compliance-required data removal.
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:
- Apply any desired filters (date range, channel, status)
- Click Export in the top-right toolbar
- Choose format (CSV)
- File downloads to your browser
Exports respect your active filters. To export everything, clear all filters before exporting.
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:
- Check active filters — a date or channel filter may be hiding results
- Verify the channel integration is connected in Settings → Channels
- Confirm the ZappFlux flow has a valid trigger for that channel
- Refresh the page (F5 or Ctrl+R / Cmd+R)
- 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:
- Ensure Pause Automation is toggled on before sending messages
- Verify your user role has Operator or Admin permissions
- Check the channel supports two-way messaging (some channels are read-only)
- Refresh the conversation and try again
- 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:
- Clear all active filters before exporting
- Verify the date range covers the period you need
- Check your user permissions — some roles may have restricted data access
- Try a smaller date range if the export times out
- 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:
- Check your internet connection stability
- Disable VPNs or proxies that may interfere with WebSocket connections
- Try a different browser
- Disable browser extensions (especially ad blockers or privacy tools)
- 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.
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.
Support
Need help with the Inbox or Logs?
Contact ZappWay Support:
- Email: 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
