Inbox
The Inbox is where you manage conversations the AI Agent has escalated for human review. Conversations from all connected channels (Slack, Microsoft Teams, web chat, Salesforce, and email) appear in a single workspace.
From here you can view and filter conversations, assign them to agents, translate messages in real time, and configure how new conversations are routed.
Open the Inbox
Log in to Enjo Dashboard using your username and password.
Select Inbox from the left-hand sidebar. The number next to Inbox shows how many open conversations are currently waiting for an agent response.
Use the search bar to locate specific conversations.
Switch views and inboxes
At the top of the Inbox screen, open the All dropdown to access Switch view and Switch Inbox.
Switch view
All: Show all conversations across all channels.
Assigned to me: Show only conversations assigned to you.
Assigned to agent: Show conversations assigned to a specific human agent.
Unassigned: Show conversations not yet assigned to any team member.
Switch Inbox
Note: If your organization runs multiple AI Agents (for example, separate agents for Payroll, HR Support, or Human Capital Management), use Switch Inbox to move between them. Select the inbox name to change the active inbox. All conversations for that AI Agent will appear in the main view.
Sort conversations
Use the sort control to change the order conversations appear.
Newest activity: Most recently active conversations appear first.
Oldest activity: Oldest conversations appear first.
Waiting longest: Conversations with the longest time since a response appear first.
Filter conversations by status, channel, and AI behaviour
Use the filter panel to narrow which conversations are displayed. Filters are grouped into three categories.
Status
Open
Closed
Both
Channel
Slack
Microsoft Teams
Website / Web chat
Salesforce
API
AI
AI answered
AI did not provide an answer
AI answer was unsure
No AI action taken
Translate messages in real time
When you open a conversation, use the language selector (shown as a flag icon at the top) to set the working language for that conversation.
Enjo translates messages in both directions in real time:
Your team responds in the selected language.
The customer reads messages in their own language, with no changes to your existing workflow.
All messages sent after you change the language will be translated automatically. A translation indicator confirms this is active.
Note: To check whether a different working language is set for another agent's conversation, select that conversation from the Inbox. The resolution status (resolved or unresolved) is also visible in this view.
Review conversation details
Details:
The Details panel on the right side of the screen shows:
Assignment: which agent the conversation is assigned to.
User details: name, email address, phone number (if provided), and timestamp.
Private notes: internal comments visible only to your team. Use these to pass context between team members or flag information before reassigning.
User channels: the channel the conversation came from (for example, web chat).
Attachments: files or items shared in the conversation.
Linked tickets: tickets created in connected systems such as Jira, Zendesk, or Salesforce. If no ticket exists, this field shows empty.
Agent Assist:
The Agent Assist panel on the right side of the screen surfaces context prepared by the AI Agent so human agents can pick up a conversation without reading the full history. It has three parts.
AI Answer
Shows the response the AI Agent generated for the customer's question. If the answer is suitable, the agent can copy and send it directly without rewriting.
Summary
Shows the crux of the conversation: what the customer asked, how the conversation progressed, and any key information exchanged. Use this to get up to speed quickly without scrolling through the full thread.
Generate Knowledge
When a human agent handles a question the AI Agent was not trained on and provides a new answer, Enjo can generate a draft knowledge entry from that exchange. The agent can review and save it to the AI Agent's knowledge base. The next time a similar question comes in, the AI Agent can reference it and respond without human involvement.
Assign a conversation to a human agent
If a conversation is being handled by the AI Agent and has not yet been assigned to a human, you can assign it manually.
Change the Assignee field and select a live agent.
The assignment updates immediately.
Return to the Inbox to confirm the conversation now shows the assigned live agent.
Configure Inbox settings and assignment rules
Click Inbox to open global Inbox settings. Under Live agent assignment, choose how new conversations are routed.
Keep unassigned until picked: Conversations remain unassigned until a live agent or agent admin picks them manually from the Inbox.
Auto-assign: Conversations are automatically assigned to available live agents, provided at least one live agent is configured. If no live agent is configured, the agent admin and any live agent can pick unassigned conversations directly from the Inbox.
Manage workload across agents
Workload Management controls how conversations are distributed across your team.
You can configure three assignment modes.
Round-robin: Conversations are assigned to agents in rotation, distributing work evenly regardless of current load.
Load-based: Conversations are assigned to the agent with the fewest open conversations at that moment.
Manual: Conversations are not assigned automatically. Agents or admins pick conversations from the Inbox queue.
What's next
Once you're comfortable managing conversations in the Inbox, these pages cover the features and tools that work alongside it.
Agent Assist Learn how to use the full Agent Assist feature set inside your helpdesk tool, including reply suggestions, sentiment detection, ticket autofill, and AI translation.