Why it matters
The Omnichannel Inbox is where all inbound and outbound communication in Whippy lives. Knowing how each inbox section works helps you quickly find conversations, understand ownership, manage calls, and ensure no message or call goes unanswered, whether handled by a user or an AI agent.
Key Concepts
Omnichannel Inbox: A central workspace that consolidates messages, calls, attachments, and automations across all channels.
Conversation assignment: The process of assigning a conversation to a specific user, team, or agent.
User: A human team member responding to conversations.
Agent: An AI-powered assistant that can handle or assist with conversations.
Channel: The medium used to communicate, such as SMS, Email, or Voice.
Conversation status: The current state of a conversation, such as Open, Automated, or Closed.
Step-by-Step: Navigate the Omnichannel Inbox
Open the Inbox from the main navigation.
Use the Inbox sub-navigation on the left side of the screen to move between inbox sections.
If the screen is narrow, click the filter icon below the top navigation to access the same options.
Select a section to view conversations, calls, or assets related to that category.
Use filters for channels, users, or agents to refine results.
Inbox Sections and What They Show
All Conversations
Shows every conversation across your organisation, regardless of assignment.
Sub-tabs:
Open: Active conversations that still require action.
Automated: Conversations currently handled by automations or AI agents.
Closed: Conversations that have been completed and closed.
Use this view to get a full picture of all communication activity.
Assigned to Me
Displays only conversations assigned directly to you.
Includes Open and Automated conversations you are responsible for.
Helps you focus on your personal workload.
A conversation appears here when:
You are manually assigned, or
An automation or routing rule assigns it to you.
Unassigned
Shows conversations that are not assigned to any user or team.
Typically new inbound messages.
Requires manual or automated assignment.
This view is critical for ensuring new conversations are picked up quickly.
Ghosted
Displays conversations where the contact has not received a response within a defined time period.
Indicates stalled or inactive conversations.
Helps teams identify follow-ups that may be required.
Exact behavior depends on your organisation’s ghosting rules.
Scheduled
Shows messages that are scheduled to be sent in the future.
Includes one-off scheduled messages and campaign-related sends.
Allows review and confirmation before delivery.
Attachments
Lists all files sent or received across conversations.
Each attachment appears as its own entry.
You can open, download, or jump directly to the related conversation.
Use this view to quickly locate documents without opening individual threads.
Calls in the Omnichannel Inbox
Calls Overview
The Calls section shows all inbound and outbound call activity across your organisation.
This includes calls from all voice-enabled channels.
Call Tabs
Within Calls, you can filter by:
All calls: Every call across all users and agents.
My calls: Calls handled or initiated by you.
User calls: Calls handled by human users.
Agent calls: Calls handled by AI agents.
Missed calls: Calls that were not answered.
Voicemail: Calls that resulted in a voicemail.
Parked calls: Calls that were parked and not actively handled.
Call assignment behavior
Calls can be automatically assigned based on routing rules.
Missed or unanswered calls may remain unassigned until reviewed.
Calls handled by agents appear under Agent calls but still log outcomes and recordings.
Filters: Channels, Users, and Agents
Channel Filter
Allows you to filter inbox views by channel, such as:
SMS
Email
Voice
This helps isolate activity from a specific communication method.
User Filter
Filters conversations or calls by assigned user.
Useful for supervisors reviewing workload distribution.
Helps identify ownership quickly.
Agent Filter
Filters conversations handled by AI agents.
Useful for monitoring automation performance.
Helps distinguish human versus AI-managed interactions.
Assignment and Ownership Rules
A conversation can be assigned to a user, team, or agent.
Assigned conversations appear in the appropriate inbox views.
Automated conversations remain visible under Automated until closed or reassigned.
Closed conversations move to the Closed tab but remain searchable.
Tips and Best Practices
Start each day by checking Assigned to Me and Unassigned.
Review Ghosted regularly to prevent missed follow-ups.
Use All Conversations for audits or historical reviews.
Monitor Missed calls and Voicemail to ensure callbacks are completed.
Combine channel and user filters for focused reviews.
Use Attachments to quickly find shared files without reopening threads.
Troubleshooting
Issue | Possible Cause | Fix |
Conversation missing | Filter applied | Clear filters or switch to All Conversations |
Calls not visible | Wrong call tab selected | Switch to All calls |
Messages not assigned | Auto-assignment not configured | Assign manually or review routing rules |
Ghosted list empty | No stalled conversations | No action needed |
Attachments not loading | Browser issue | Refresh the page or reopen the attachment |