Inbox

The queue

One row per conversation, from every channel.

The inbox loads the 200 most recent conversations. The archive loads its own 200. Views, search and filters work within those. An open thread shows its newest 200 messages.

The number beside Inbox in the sidebar counts open threads waiting on you. A thread waits on you when the agent asked for a person, or when you hold it and the customer wrote back. Snoozed and archived threads do not count.

Views

The heading above the list is a menu. The number beside it counts the rows in the view.

A snoozed thread shows only in Snoozed and All. The view, search and filters reset when you reload the page.

Search, sort and filter

The magnifier opens Search conversations. It matches the subject, the last message, and the customer's name, email and company. Esc closes and clears it. Thread ids are not searched. Type one into the command palette instead.

The funnel holds Sort and Channel. A dot on the funnel means either one is changed.

Live chat covers the widget, the support modal, the contact form, and threads started over the REST API.

Thread ids

Every thread gets an id like W-12.

• The letter is the first letter or digit in the workspace name, in capitals. A name with neither uses T.
• The number counts up per workspace, in arrival order, and stays with the thread.
• Renaming the workspace changes the letter on every id.
• Ids show on queue rows, in the thread header and on the customer page.

Act on a row

Right click a row. Labels change with the thread's state.

The menus show your agent's name. Median AI is the default.

Each snooze option shows the time it wakes.

A snoozed thread comes back unread, with the line "This conversation came back from snoozing".

Select several

Click a customer's face to select the row. Shift click selects every row in between. The header becomes N selected.

Delete confirms first with "Permanently delete the selected conversations and all their messages and files." Rows already in the target state are skipped. Switching views clears the selection.

Auto-resolve

The wand button reads the 100 most recent open threads, archived and snoozed ones excluded. It resolves the answered ones, closes spam and dead ends, and leaves the rest. The thread line names Auto-resolve as the actor.

• It runs when you press it, whatever Resolve conversations automatically says. That switch is about the agent finishing threads on its own.
• A dialog asks Auto-resolve the inbox? before it starts.
• One pass runs at a time. A second gets "An inbox review is already running. Wait for it to finish."
• Needs a paid plan.

The nightly review is the Review the inbox nightly switch on Agent.

A thread

Header

Drag the edges of the queue and the details panel to resize them. On narrow screens the details panel opens as a drawer. On a phone it is Customer details in the actions menu.

Who answers

The line above the composer says who writes the next reply.

• The agent answers customer messages only while it has the thread. After it asks for help, or once a person holds it, it stays quiet.
• Take over stops any reply in progress and adds "Sam took over from Median AI" to the thread.
• Resume agent adds "Sam handed this back to Median AI", and the agent writes the next message itself. You do not need to sign off first.
• Resume agent needs Standard or Pro. On Explore it is disabled with "Available on Standard and Pro". See Plans.

The agent's work

Reply

Attach files with the + button, by dropping them on the composer, or by pasting.

A file that breaks a limit stays in the composer marked with its error, and Send stays disabled until you remove it.

Replies render Markdown in the inbox and the widget. The customer sees typing dots while you type a reply.

While the agent has the thread, typing shows "Sending a reply pauses Median AI in this conversation." Sending changes the thread:

A reply goes back on the thread's channel, whether that is the widget, email or a Discord ticket. With email support on, a widget customer who is away also gets an email copy. See Email. Replying on an email thread needs a paid plan.

Internal notes

Switch the composer from Reply to Internal note, or pick Write an internal note from the / menu. A note has a dashed edge and an Internal note label.

• The customer never sees a note.
• Notes are not sent to webhooks or to the Slack and Discord mirrors.
• Notes take no files.
• The agent reads every note on the thread as an instruction from the team, and follows it over its standing rules. It never quotes a note or says one exists.
• A note does not make the agent reply. Notes on other threads are not read.

Slash commands

Type / as the first character of an empty composer. The menu stays open while the draft is a slash followed by letters, with no spaces.

• Rows appear only when they apply. Close needs an open thread and Stop needs a reply in progress.
• Typing matches the start of any word, plus keywords. /done finds Resolve and /spam finds Close.
• Up and Down move. Enter or Tab runs the row. Esc dismisses the menu until you delete the slash.

The details panel

Details and Earlier conversations start collapsed and show a count.

Statuses

• Resolving, closing or archiving clears a snooze and marks the thread read.
• Snoozing marks the thread read and takes it out of the archive.
• Only archived threads can be deleted.
• On Discord a finished ticket locks, and the customer opens a new ticket to write again. See Discord.
• The agent resolves and closes threads itself while Resolve conversations automatically is on. See Agent.

A thread turns unread when the customer writes, a snooze ends, the agent asks for a person, a tool call waits on the team, one of the agent's tool calls fails, or a reply could not be emailed. Opening it marks it read.

Notifications

When the agent asks for a person, or hands a thread over after a failed reply, Median emails the team.

There is no per person setting.