The inbox consists of several components to help you give the best support:

1. Conversation filters (Inbox views)
2. Team collaboration
3. Contact panel + fields
4. In-feed events
5. (Re-)Opening WhatsApp conversations

Conversation filters

A.k.a. Inbox views & filters

Conversations are filtered on 2 different levels:

1. Conversations assigned, or not assigned to you
2. Conversations that are open, in automation or closed

Team collaboration

This happens in multiple ways:

1. Assign agents or teams
2. Mentioning other agents
3. Adding notes to conversations

Contact data panel

This is where you find all the necessary on the contact you’re talking to. Such as phone number, marketing opt-in, and even connected accounts like Shopify & Klaviyo.

Also, you can add Hoola contact fields, and see all contact fields from your Klaviyo integration and change the contents.

In-feed events

Events can come from different places:

• Actions within Hoola
• Integrations (like Shopify / Klaviyo)
• Notes added

They show up in chronological order in the feed, among the messages and can be seen as well in the events timeline.

(Re-)Opening conversations

Use the 🖊️ icon to open conversations with non-existent contacts.

Also, this function can help you re-open expired conversations by sending templates or messages.