11.1 Purpose of the Inbox

The AIUNIFY Chat Inbox is the workspace area used to review Leads captured through visitor interactions. Leads captured by the website widget appear here so workspace users can review contact information, determine the current Lead status, inspect the originating page, and open the individual Lead record for follow-up.

The Inbox is separate from Conversations. Conversations contain the visitor's chat activity, while the Inbox organizes the contact records captured from those interactions.

11.2 Information Displayed in the Inbox

The Inbox can display the following Lead information:

• Lead — the Lead name when available, otherwise the email address.
• Status — the current pipeline status.
• Email — the captured email address.
• Phone — the captured telephone number when available.
• Page — the webpage associated with the originating Conversation.
• Created — how recently the Lead was created.

11.3 Lead Statuses

The deployed Inbox recognizes these Lead statuses:

• New
• Qualified
• Contacted
• Won
• Lost

These statuses support Lead organization, filtering, Dashboard reporting, and Analytics. Keeping them current improves the usefulness of workspace reporting.

11.4 Opening a Lead

Select the Lead name or email from the Inbox table to open the Lead record. The Lead record can provide the captured contact information, associated Conversation, message history, current status, and delivery information.

11.5 Configurable Columns

The Inbox includes column controls that allow individual users to show or hide supported columns. Column visibility is stored as a user-interface preference, so two workspace members may have different visible table layouts.

If expected information appears to be missing from the table, check the column control before assuming the underlying Lead data is absent.

11.6 Pagination

The Inbox is paginated. When a workspace contains more Leads than fit on the current page, use the pagination controls to move through additional records.

11.7 Empty Inbox States

If no Leads have been captured, the Inbox displays an empty state explaining that Leads captured by the widget will appear there. If filters or Search are active, an empty result can instead mean that no Lead matches the current criteria.

11.8 Operational Use

Use the Inbox as the primary workspace queue for captured contact records. Search and filter the list to locate the Lead you need, open the record before updating it, and keep Lead statuses aligned with actual follow-up activity.