Use Inbox views, tags, and filters
Build a repeatable triage routine with conversation views, handoff state, tags, search, and clear ownership.
Inbox views and filters help a team reduce a large conversation list to the work that needs attention. They do not replace ownership decisions: operators still need a shared convention for the human queue, active takeovers, internal notes, tickets, and hand-back to AI.
This guide explains how to start from the right view, combine search and tags, read conversation state, and leave the thread in a condition the next teammate can understand.
How this fits into Humind
Inbox is the operational record of customer conversations. It combines message history, shopper and product context, internal collaboration, human-handoff state, tags, and tickets. Customer replies and internal notes have deliberately different visibility.
A consistent team routine matters more than any individual filter. Agree when to take over, when to leave an internal note, when to create a ticket, and when to return a conversation to the AI so ownership remains clear to every operator.
Before you start
Access: Inbox read access is required to review conversations. Replying and notes require Inbox write access; accepting, stepping in, or resolving a handoff requires Inbox handoff write access.
- Agree on tag meanings and who owns the human queue during staffed periods.
- Confirm that smart tags, ticket types, and canned responses are configured where the team uses them.
- Know which conversation states count as waiting for your team.
Step-by-step workflow
Choose the operational view
Open Inbox and begin with the view that matches the work: the human queue for visitors requesting help, active conversations, or another available segment. A queued conversation means the visitor has asked for a human and no operator has taken over. A human-active conversation has an operator takeover. An AI-active conversation is handled by the Agent unless policy allows an operator to step in.
Sort and count indicators help prioritize, but open the thread before acting. The conversation timeline and customer context are authoritative for what has already happened.
Narrow with search, tags, and signals
Use search when you know a customer, conversation, or phrase. Use tags and available filters to group recurring intent or operational states. System tags are defined by Humind; merchant tags come from the company's configuration.
Avoid stacking many filters without noticing. If the list looks unexpectedly empty, clear filters one at a time and confirm the current view before assuming conversations are missing.
Read the thread before taking action
Review recent messages, support information collected before handoff, visitor presence, product context, internal notes, tags, and any primary ticket. Check whether another operator is currently viewing or handling the thread.
An internal note is safe for teammate collaboration because it is not sent to the shopper. A customer-facing reply can take over a queued or AI-active conversation, so choose the composer mode deliberately.
Leave a clear outcome
Reply, add a note, update tags, or create a ticket according to the team's workflow. When the human exchange is complete, use the hand-back action so future customer messages return to AI. If a primary ticket exists, the send menu can also close or update its state as part of the reply workflow.
Do not use a tag as a substitute for a required ticket or a visible customer reply. Each object has a different operational purpose.
Permissions and important caveats
- Filters are personal navigation aids; thread status, messages, notes, tags, and tickets are shared operational state.
- Customer replies and internal notes are different modes. Verify the mode before sending sensitive teammate context.
- Operator step-in from AI-active can be disabled by the company's escalation configuration.
- A system tag label is controlled by Humind; merchant tags are maintained by the company.
Verify the result
Use this checklist before considering the work complete:
- The selected view and active filters are visible and match the work queue.
- The operator read the latest customer message and existing internal context before replying.
- Conversation status, tags, notes, and ticket state agree with the intended next owner.
- Completed human conversations are returned to AI unless policy requires a continuing human takeover.
Troubleshooting
A known conversation is not visible
Clear search and filters, check the selected Inbox segment, and search again. Confirm the active company and whether the conversation is in a different handoff state.
A reply unexpectedly starts a human takeover
Customer-facing replies to queued or AI-active threads can switch the thread to human-active. Use an internal note for teammate-only context, or return the thread to AI after the customer exchange is complete.
Tags do not appear as expected
Distinguish Humind system tags from company tags, verify the tag still exists, and refresh the thread. Ask a company administrator to review tag configuration if merchant tags are missing.