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.

Photos, voice notes and files

Whatever a customer sends arrives in the case stream beside their words:

• Photos show in the bubble. Click one to open it full size and use the arrow keys to move between them.
• Voice notes show as a waveform you can play and scrub, and are transcribed so the agent can answer them (see Voice messages).
• You can reply with a voice note too: with the message box empty, click the microphone to record, click it again to send, or × to discard.
• Videos play in place; documents appear as a link with the sender's own filename.
• Anything sent with a caption keeps the caption as the message.

Files are copied into your workspace when they arrive rather than linked from the channel, so a photo is still there when you read the case back months later — messaging platforms expire their own links within the hour. A file too large to store, or one the channel would not hand over, still leaves a message saying so rather than an empty bubble.

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, Parrot 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.