The Inbox is a central interface where customer interactions from various channels are collected and displayed. This can include direct messages and public comments from social media platforms (Twitter, Facebook, Instagram). The purpose of the Inbox is to provide a unified view of all customer interactions, allowing support agents to manage and respond to them more efficiently and effectively.
It is designed to streamline the workflow of customer support teams by gathering all customer communications in one place, making it easier to track customer needs, prioritize, and respond to them.