Understanding the Difference Between Chat and Inbox
Before learning about the difference between Chat and Inbox, it's important to understand conversation status in Askyura.
Conversation status determines how conversations move across the workspace and directly affects where agents can find and manage them. You can learn more about conversation status in Askyura in this documentation: Chat Status Guides.
In Askyura, conversations are organized into Chat and Inbox to help agents clearly separate active work from completed conversations. Each area has a different purpose and supports a different stage of the conversation lifecycle.
To understand how each one works in detail, see the sections below.
Chat
Chat is the area where agents monitor, supervise, and handle active conversations. It includes conversations handled directly by human agents as well as conversations currently handled by the AI agent, where agents may need to supervise, assist, or take over when necessary.
Key points
- Shows only active conversations with an Open status
- Used to handle and supervise ongoing conversations
- Includes conversations handled by human agents and AI agents
For more details about how Chat works and how to manage conversations, see the full Chat user guide here
Inbox
Unlike Chat, which only shows active conversations with an Open status, Inbox shows all conversations, regardless of their status. This includes conversations with Open, Resolved, and Finalized statuses.
Inbox allows agents to access the complete conversation history, whether the conversations were handled by agents or AI agents. It is mainly used for reviewing past interactions, follow-ups, auditing, or reporting.
Key points
- Shows all conversations, regardless of status
- Includes conversations with Open, Resolved, and Finalized statuses
- Used to review conversation history without interrupting active conversations
For more details about how Inbox works and how to use it, see the full Inbox user guide here.
