Work the inbox

Every conversation from every channel lands in one queue, in the sidebar of the Home tab. The agent answers what it can. Your team picks up the rest.

Answer a conversation

1. Open the thread

   Press a row in the queue. Rows under Needs a person are waiting on your team.

2. Take it over, if the agent has it

   Press Take over above the composer. The agent stops answering and the thread is yours. Sending a reply takes it over too.

3. Reply

   Type in the composer and press Enter. The reply goes back on the thread's channel: the widget, email, Discord or your help center.

4. Hand it back, or finish it

   Press Hand back to, followed by your agent's name, to let the agent carry on. Or press Resolve when it is done.

The queue

One row per conversation.

Hover a row for quick buttons: Resolve or Reopen, Snooze or Wake up now, and Archive or Move to inbox. Up and Down move between threads.

The inbox loads the 200 most recent conversations. The archive loads its own 200. An open thread shows its newest 200 messages.

A dot on the Home tab means open threads are 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.

Tabs

Press a group's heading to fold it. Its tick selects every row in it, which is how a pile of threads the agent already answered gets resolved in one go.

Search and filter

The search box above the queue matches the thread id, the subject, the last message, and the customer's name, email and company. A search looks across every tab, the archive included. Esc clears it, and a second Esc leaves the box.

The funnel beside it holds the rest. Each active filter shows as a chip you can remove.

Live chat covers the widget, the support modal, the contact form, and threads started over the REST API. Conversations from your help center's support page show as Help center.

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.

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 tabs 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. It also leaves threads where the agent is waiting on your team. 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. See Set up your agent.

A thread

Header

Drag the edge of the queue to resize it. On narrow screens the details panel opens as a drawer.

Who answers

The line above the composer says who writes the next reply. The examples use the default agent name, Median AI.

• The agent answers customer messages only while it has the thread. After it asks for a person, 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.
• Hand back adds "Sam handed this back to Median AI", and the agent writes the next message itself.
• Hand back 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 over the size or type 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:

With email support on, a customer who is away also gets an email copy of your reply. See Set up email support. Replying on an email thread needs a paid plan.

Drafted replies

The assistant, an MCP client or a script can write a reply for you to send. It waits in this conversation's reply box and sends nothing on its own.

• An empty reply box gets the draft straight away.
• Over your own words, or in a note, it shows as a Drafted reply chip. Use switches the box to Reply and puts the draft in place of your words. The cross dismisses it.
• A draft written with a Median key waits for whoever opens the conversation next.

Notes

Switch the composer from Reply to 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, and do not post 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 wakes the agent only while it has the thread. That is how you answer its question for the team.

Slash commands

Type / as the first character of an empty composer.

• Rows appear only when they apply. Close needs an open thread and Stop needs a reply in progress.
• The menu stays open for up to four words after the slash, and matches loosely, keywords included. /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

A header with the customer's face, name and email, then three tabs. The name opens the customer page.

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 Set up Discord support.
• The agent resolves and closes threads itself while Resolve conversations automatically is on. See Set up your 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

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

There is no per person setting.