Triage submissions in the inbox

The inbox has five views plus a per-bot filter. Use them together so you are looking at the right slice of work, not every submission ever received.

• Open — the default. Everything still in play. Completed and cancelled submissions are tucked away, and so is anything archived, so this stays focused on live work.
• Needs Review — only submissions whose bot has review enabled and that are still waiting on your decision. Approving or declining one removes it from the queue. Hidden when no bot in your account requires review.
• Unread — anything you have not opened yet, regardless of status.
• Closed — completed and cancelled submissions. Nothing is deleted to declutter Open; it is just filtered here, so the history is always one tab away.
• Archived — submissions you have set aside. Archiving is reversible: open one and Unarchive to send it back to Open.
• The bot filter lets you narrow to a single bot or stay on All bots.

Click any row to open the detail view. The conversation is laid out as a transcript — exactly what the bot asked and what the customer answered — so it reads top to bottom like the chat itself. Opening a submission marks it as read.

• The title is composed for you (for booking bots, something like "Haircut with Jack for Robert"), so the list scans at a glance.
• The Details panel surfaces the facts that matter: the contact, the linked booking and service, and the channel. The contact name links straight to their full history.
• When a booking is linked, you can Reschedule it right from here without leaving the inbox.

The detail view is not just for reading — it is where you act on a submission.

• Reply / Take over — step into the conversation and message the customer directly. The bot hands off to you and picks back up when you are done.
• Approve or Decline — when a bot requires review, a banner offers the decision. Approving confirms the booking and holds the slot; declining releases it. Either way the customer gets the update you configured.

Use the Actions menu in the detail view (or the quick actions on each row) to keep submissions moving.

• Mark as read / unread — toggle the read state without changing status. Useful for flagging items to revisit.
• Change status — pick from the statuses defined for that bot. The current status is highlighted in the menu.
• Go to contact — jump to the person's full history across every submission and booking.
• Archive — set the submission aside. It leaves Open but stays under the Archived tab, where you can Unarchive it back or Delete it permanently.

• The list paginates with a Load more button at the bottom. Older submissions stay loaded as you scroll.
• Completed and cancelled work falls out of Open automatically, so the default view stays focused on what is still live — check Closed when you need the history.
• If you frequently end up in Needs Review, consider tightening the bot's flow so fewer submissions need a human decision in the first place.