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The inbox brings conversations from an agent’s connected customer channels into one place. Open an agent and select Inbox.

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Find a conversation

1

Choose a tab

Use All messages or a visible channel, status, or label tab to narrow the conversation list. Channel tabs are available only after that channel is connected.
2

Search by customer

Select Search in the inbox toolbar and enter the customer’s name or email in Search name or email. The list updates to show matching conversations.
3

Open the conversation

Select a conversation from the list to load its message history. Select Clear search when you want to show the full list again.

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Edit a customer name

1

Open the name editor

Open the conversation and select Edit name beside the customer name.
2

Save the preferred name

Enter the name in Customer name, then select Save name. The new name appears in the conversation header and conversation list.
3

Restore the channel name

Open Edit name again and select Restore original to return to the name received from the customer channel.

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Customize inbox tabs

Use Customize tab to change tab visibility and what appears in All messages, within your agent permissions. You can drag tabs to change their order.
1

Open Customize tab

Select the gear icon labeled Customize tab in the inbox toolbar.
2

Show or hide tabs

Select or clear the checkbox beside each available tab. Tabs for connected channels are shown in the list. Paused and label tabs start hidden until you enable them.
3

Reorder tabs

Drag rows into the preferred order. All messages remains available and is always displayed first in the inbox.
4

Choose what All messages includes

Expand All messages, then include or exclude Paused, Starred, Archived, and individual labels. By default, archived conversations are excluded, while paused, starred, and labeled conversations are included.
5

Confirm the result

Close the dialog. The inbox tab bar and All messages list update to use the saved settings.

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Work with a conversation

The conversation header lets you add or remove a star, pause or resume the agent, archive or restore the conversation, apply labels, reply, or permanently delete an archived conversation. Available actions depend on the conversation state and your permissions. Messages identify the customer, AI agent, or human sender. Channel labels show where a reply was delivered. Attachments can include images, audio, video, or files; expired third-party media may no longer be available. Select Sources on an agent reply to see which trained knowledge supported it. If the source does not justify the answer, correct the knowledge and test again.
Permanent deletion removes the conversation. Archive completed work when you may need the history later.
1

Open customer details

Select a conversation and open its customer-details control. Review the saved customer profile and information collected by the agent.
2

Correct a value

Use the edit control beside a profile value or collected-data record. Enter the correction and use its save control. Read any field error, then confirm the saved value appears.
3

Review related bookings

Use the panel’s Bookings section to inspect this conversation’s bookings. For all bookings on the agent, select the inbox’s Bookings tab.
Deleting a profile fact removes that saved fact; it does not delete the conversation. Correcting collected data in Jaaxis does not by itself promise an update to a record in an outside system.

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Private notes and conversation guidance

Open Notes in the conversation header. Internal note is for your team and is not read by the customer agent. Agent notes gives the agent guidance for this conversation only. Edit the appropriate box and select Save, then reopen it to check the saved text. These notes are not customer messages and do not change the agent’s instructions for every customer. Do not put secrets in either box.