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What the Inbox is

The Inbox (/dashboard/inbox) is the single workspace where your team handles every customer interaction in Halo. It combines two things:
What it isWhen it exists
TicketsAsync work items with a thread of messages and a status.Created from emails, AI escalations, takeovers, and the API.
ConversationsReal-time AI sessions happening right now (or that just ended).Created automatically every time a user opens the widget.
You can switch between them in the left sidebar of the inbox.

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How they relate

A conversation is a live session — chat, voice, or Live Help — between a user and an AI agent. They appear in the Live Feed the moment they start and move to Completed when the user closes the widget. A ticket is a work item your team owns. Tickets are created when:
  • A customer emails your inbound address (or your forwarded support address).
  • The AI escalates mid-conversation.
  • A teammate clicks Take Over Chat on a live conversation.
  • You programmatically create one via the Tickets API.
  • A third-party integration (form builder, CRM, bug tool) submits one.
The same end-user can have many conversations and many tickets — they all link back to their record at Contacts > [User].

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What you can do

The inbox is where your team:
  • Reads every email and chat conversation in real time
  • Replies with chat, email, or internal notes
  • Drafts replies with AI assistance (regular AI Draft or guided HaloPilot)
  • Triages by status (Open, Priority, In Progress, Snoozed, Resolved, Spam)
  • Assigns tickets to teammates
  • Filters with segments, custom inboxes, and the FilterBar
  • Merges duplicate tickets from the same customer
  • Pauses on AI tickets and Passes back to AI when humans want it autonomous again
  • Watches the AI live in the Live Feed and jumps into conversations that are going sideways

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The two-section layout

The inbox shell has three columns: 
┌─────────────┬───────────────────┬────────────────────────┐
│ Sidebar     │ Ticket / Convo    │ Detail panel           │
│             │ list (middle)     │ (right)                │
│ Sections    │                   │                        │
│ • Tickets   │ • Search bar      │ • Conversation thread  │
│ • Convos    │ • Filter bar      │ • Reply composer       │
│             │ • List of items   │ • Customer profile     │
│ Views       │                   │ • HaloPilot AI         │
│ Segments    │                   │                        │
└─────────────┴───────────────────┴────────────────────────┘
Left sidebar:
  • Tickets — All, Agent Requests, Sales, Assigned to Me, Mentions, then statuses: Open, Priority, In Progress, Snoozed, Resolved, AI Resolved, Spam
  • Conversations — Live Feed (active right now), Completed (recent finished sessions)
  • Custom Inboxes — your saved filtered views
  • Segments — saved tag-style filter sets
Middle column: the list of tickets or conversations matching your selected view. Right detail panel: the active item — message thread, reply composer, customer profile, and the HaloPilot AI assistant for in-context help.

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Realtime everywhere

Every part of the inbox updates in real time via Supabase realtime subscriptions:
  • New emails creating tickets appear without a refresh
  • Live conversations show pulsing indicators while users are active
  • Status changes from another teammate sync instantly across browsers
  • AI sentiment and confidence scores stream in as they update

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Where to go next

Tickets vs Conversations

The deeper distinction and when to use each.

Working Tickets

Replies, internal notes, AI-drafted responses, and statuses.

Views & Segments

Custom inboxes, saved segments, and the FilterBar.

Live Conversations

Watch the AI in real time and jump in when needed.