The Hybrid Inbox: Master the Art of Human-AI Collaboration

In a world of automation, the human touch remains your greatest asset. While your Cornblue bots handle the heavy lifting of FAQs and data collection, our Chat & Inbox Module ensures that when a complex situation arises, your agents are ready to step in with precision and style.

The Inbox is more than just a list of messages; it is a high-performance Command Center where agents can monitor, intervene, and manage the entire lifecycle of a customer conversation.

1. The Hybrid Chat System: Take Control Instantly

Cornblue offers a "Glass-Box" approach. You can monitor every bot-to-customer interaction in real-time as it happens.

• Agent Takeover: If you see a conversation that needs a personal touch, you can jump in immediately.
• Manual Bypass: Use the "Turn Off Chatbot" toggle to pause the bot's logic. This allows the agent to handle the chat manually without the bot interfering or sending automated responses.

2. Rich Media & Full Transparency

Communication isn't just text. Our Inbox supports the full spectrum of modern messaging:

• Interactive Media: Send and receive Images, Stickers, Emojis, Audio, Video, and Documents.
• Full Portability: All files received from customers are downloadable, ensuring you can save important documents or proof of payment to your local storage.
• Chat Transcripts: For compliance or training purposes, you can download the full transcript of any conversation for offline review.

3. Managing the Conversation Lifecycle

To keep your team organized, every ticket follows a clear, automated lifecycle:

• NEW (Unreplied): Incoming messages that haven't been touched by an agent or bot yet.
• IN PROGRESS (Active): Conversations currently being handled. The bot automatically moves tickets here when it starts answering questions.
• CLOSE (Finished): The conversation is complete. The bot automatically sets this status when a user reaches the "End Chat" flow, or an agent can do it manually.
• BLOCK (Restrict): For spam or abusive users, use the Block status to permanently restrict the sender.

4. Smart Filtering & Inbox Hygiene

Don't let a busy day bury your important leads. Use our Smart Search bar to instantly filter conversations by Customer Name or specific Keywords. Whether you have 10 or 10,000 tickets, finding the right one takes only a second.

Pro Tips for Elite Agents

• The Seamless Handover: When the bot escalates to you, the first thing you should do is greet the customer by name. Acknowledging their previous interaction with the bot creates a personal touch that builds instant trust.
• Keep it Clean: A cluttered inbox is a slow inbox. Make it a team rule to move finished conversations to Close status immediately. This ensures your "New" and "In Progress" tabs only show the tasks that actually need your attention.
• Monitor the Flow: Use the real-time monitoring to learn. If you see many customers asking the same question before escalating, it might be time to add a new Architectural Node to your bot!

Experience the future of customer support. Manage your tickets like a pro in the Corn Blue Inbox.