This article walks through the core inbox elements: views, conversation statuses, and the overall engagement lifecycle. It also covers how these elements are configured and tailored to each team’s workflow through OmniServe’s configurations.
Inbox views
The OmniServe Inbox is organized into clear views that help agents manage conversations efficiently.
The main inbox is divided into four default tabs:
My Assigned: Displays conversations assigned to the logged-in agent.
Team’s Assigned: Displays team-assigned conversations view, with visibility based on permissions to support collaboration.
Unassigned: Displays conversations that haven’t been assigned yet (e.g. didn’t meet routing criteria or were unassigned manually)
All Engagements: Displays a full view of inbox activity, with visibility based on permissions.
Below these tabs, agents can create and manage custom saved views tailored to their workflow. Saved views can be pinned, edited, or deleted as needed.
One special view Overdue is also part of saved views. It highlights conversations that may have exceeded response expectations. While it can be pinned or unpinned, it cannot be edited or deleted.
Unified Inbox Panel showing tab views and custom overdue views for structured conversation management.
Conversation statuses and lifecycle
Every engagement in OmniServe follows a clear lifecycle from receipt to resolution.
A message is first received from any supported channel. OmniServe checks routing conditions: the engagement may be assigned automatically to a human agent or the AI Agent or left unassigned for manual handling. If routing is active, SLA tracking begins at this point.
Each conversation in OmniServe moves through three key statuses as it progresses through its lifecycle:
New: Set when the engagement has been received but not yet handled. A greeting message may be triggered automatically.
Active: The agent has responded, and the conversation is ongoing
Complete: Once the issue is resolved, the engagement is closed. A farewell message is sent automatically, along with a survey that can be sent either automatically or manually.
If an agent manually reopens an engagement its status will return to active. If the customer replies after the status is complete, a new engagement will open.
Throughout the conversation, SLA metrics track key timings:
First Response Time (FRT): From receipt to the first agent reply
Next Response Time (NRT): Between replies in DM threads
Total Unassigned Time (TUT): Time spent unassigned
Time to Completion (TTC): From first message to final resolution
Conversation panel showing an agent reply
Inbox configurations
OmniServe Inbox Configurations gives team leaders control over how the inbox behaves and how agents interact with conversations. These settings help standardize workflows while keeping the experience flexible and tailored to each team’s needs.
Within this panel, admins can:
Define what to display in the inbox by configuring Inbox Data Sources and Engagements Spam Keywords. These settings control which channels OmniServe collects data from, and which messages are excluded based on specified keywords to keep the inbox relevant.
nbox configuration panel showing inbox data sources and Engagement spam keywords
Configure automated responses, including:
Greeting messages sent when a conversation starts.
Farewell messages and surveys triggered at the end of an engagement.
Unavailability replies used outside of working hours.
Automated comment replies are automatically sent to public comments.
Auto responses configuration panel for setting automated replies
Define a list of completion reasons agents must select from when marking an engagement as Complete.
Completion reasons configuration