📥 Unified Inbox
View and respond to comments, messages, and mentions from every connected platform — all in a single, intelligent inbox powered by the Intelligent Conversational Engine (ICE).
Overview​
The Unified Inbox aggregates every inbound interaction — comments, DMs, mentions, and replies — into one real-time stream. Each interaction is tracked as a ConversationThread, enriched with AI-detected intent, sentiment, and urgency so your team can prioritize what matters most.
The inbox isn't just a message list — every thread carries AI metadata (intent, sentiment, urgency, confidence) that powers smart filtering, auto-routing, and escalation. See Escalation Rules for automatic routing.
Thread Statuses​
Every conversation follows a clear lifecycle:
| Status | Meaning |
|---|---|
OPEN | New or unhandled — needs attention |
WAITING_FOR_CUSTOMER | Your team replied; awaiting customer response |
WAITING_FOR_AGENT | Customer replied; awaiting your team's response |
ESCALATED | Flagged for human review (see Escalation Rules) |
RESOLVED | Conversation marked as resolved |
CLOSED | Conversation archived and closed |
Status transitions happen automatically based on message direction or can be changed manually.
What's Inside a Thread​
Each thread is packed with contextual data so you never have to switch tabs:
| Field | Description |
|---|---|
| channelType | The platform and channel (Facebook comment, Instagram DM, TikTok mention, etc.) |
| senderName / senderAvatarUrl | The customer's display name and avatar, pulled from the platform |
| audienceNodeId | Links directly to the customer's Audience Profile |
| primaryIntent | AI-detected intent (question, complaint, praise, purchase intent, etc.) |
| sentiment | Positive, neutral, or negative — detected per-message and at thread level |
| urgency | LOW, MEDIUM, HIGH, or CRITICAL — drives escalation priority |
| confidenceScore | How confident the AI is in its classification (0–1 scale) |
| purchaseIntentScore | Likelihood the customer wants to buy — useful for sales teams |
| crmTags | Tags applied to the thread for organization and filtering |
| messageCount | Total messages exchanged in the thread |
| lastCustomerMsgAt / lastBotMsgAt | Timestamps for the most recent messages from each side |
| botEnabled | Whether AI Auto-Reply is active on this thread |
Individual Messages​
Within each thread, every message is stored as a ConversationMessage with its own metadata:
| Field | Description |
|---|---|
| direction | INBOUND (from customer) or OUTBOUND (from your team/bot) |
| source | Who sent it: CUSTOMER, BOT_AUTO, BOT_SUGGESTED, AGENT_MANUAL, or SYSTEM |
| text | The message content |
| mediaUrls | Any attached images, videos, or files |
| intent / sentiment / urgency | Per-message AI analysis |
| confidenceScore | AI confidence for this specific message |
| replyStyle | The tone/style used for outbound messages (matches your brand voice) |
| contextSnapshot | JSON snapshot of the context the AI used to generate a reply |
| decisionLog | JSON log of the AI's reasoning — great for auditing bot decisions |
The decisionLog field records every step the AI took to generate a response — from intent classification to knowledge base lookup to final reply selection. This makes every automated reply fully auditable.
Filtering & Search​
The inbox supports powerful filtering to help you find the right conversations fast:
- By platform — Facebook, Instagram, TikTok, or all
- By status — Open, Waiting, Escalated, Resolved, Closed
- By sentiment — Positive, neutral, or negative
- By urgency — LOW through CRITICAL
- By intent — Questions, complaints, purchase intent, praise, etc.
- By assigned member — See only threads assigned to you or a teammate
- By CRM tags — Filter using any tags applied to threads
- Keyword search — Full-text search across message content
- Sort — By newest, oldest, unread, or urgency
Quick Actions​
From any thread, you can:
- Reply directly — Compose and send without leaving the inbox
- Get AI suggestions — Request an AI-drafted reply via the suggest endpoint (
POST /ice/threads/:id/ai-suggest) - Toggle bot — Enable or disable AI Auto-Reply for this specific thread
- Resolve — Mark the conversation as handled
- Reopen — Bring a resolved thread back to active
- Escalate — Manually escalate to a team member with a priority level
- Tag — Apply CRM tags for organization
- View audience profile — Jump to the customer's full Audience Graph profile
API Endpoints​
For teams building integrations or custom workflows:
| Method | Endpoint | Purpose |
|---|---|---|
GET | /ice/threads | List all threads with filters |
GET | /ice/threads/:id | Get a single thread with full metadata |
GET | /ice/threads/:id/messages | Retrieve all messages in a thread |
POST | /ice/threads/:id/reply | Send a reply to a thread |
POST | /ice/threads/:id/ai-suggest | Get an AI-suggested reply |
PUT | /ice/threads/:id/resolve | Resolve a thread |
PUT | /ice/threads/:id/reopen | Reopen a resolved thread |
PUT | /ice/threads/:id/bot-toggle | Enable/disable bot on a thread |
GET | /ice/stats | Inbox-wide statistics |
Related Pages​
- AI Auto-Reply — Configure intelligent automated responses
- Escalation Rules — Route conversations to the right humans
- Audience Graph — View full customer profiles linked to threads
- Segments & Scoring — Understand customer tiers and engagement scores