FLAE

English

Tiếng Việt

English

Tiếng Việt

Appearance

Agent Inbox ​

What it is ​

The Agent Inbox is where Agents bring what they need from people: an approval before a Tool runs, a question, a case they hand over, or a report of what they did. You answer there and the Agent carries on. Find it in the left menu under Inbox → Agent Inbox; its badge counts the items waiting for you plus the ones nobody has been given yet.

Key concepts ​

Kinds of item

KindWhere it comes fromWhat you can do
ApprovalAn Agent, a Workforce step or an AI client wants to run a Tool that needs approval ("{Agent} wants to …").Approve, Edit and approve, Reject (with an optional reason) or Give feedback.
QuestionAn Agent asks a person ("{Agent} asks you").Pick one of up to three options (one may be Recommended), choose Other and write your own answer, or write an answer and attach files. Send answer.
EscalationAn Agent hands over work or a conversation ("{Agent} needs a person", "Conversation needs a person").Send to Agent with guidance, or I'll handle it. For a customer conversation: reply to the customer, then Hand back to the agent.
ReportAn Agent reports results or progress.Nothing is required. Send feedback makes the Agent run once more.
  • Assignee — the person an item is for. An Agent addresses questions to someone in its People to ask list (see Agents); a Workforce approval goes to the connection's Approver (see Workforce); an Agent's Tool approval goes to whoever started the run: in the Test tab the person testing, for an AI client the person who made the request, and in a customer conversation the person who created the Agent. When nobody is named, a question goes to the Workspace Default recipient (see Workspace settings); with no default recipient it stays Unassigned.
  • Scope — Mine (the default), Unassigned or Whole team, each with the number of items that need a person.
  • Filters — Kind (Approval, Question, Escalation, Report) and Agent, plus a search on tasks and customers.
  • Approval details — an approval shows what the Tool will do: an email (From, To, Subject, Body), a message, a Facebook post, or the Tool's fields. It may also show "The Agent's reason", "Why", and the data the Agent used ("The Agent used N results", Show data).

How it works ​

The queue

  • Needs you lists open items, oldest first.
  • Unread reports come next, then done items of the last 7 days behind "Show N done tasks" (Hide done tasks folds them again).
  • An answered item shows who answered and when ("{name} answered at …", "You approved it", "You rejected it: …").
  • An item that is no longer needed says "This no longer waits for you".
  • The first answer wins. If a teammate answered first, you see "This was already handled or has expired. The list is up to date."

What an answer does

Your answerWhat happens next
ApproveThe Tool runs and the Agent continues.
Edit and approveThe Tool runs with your edits ("Edited and approved").
RejectThe Tool does not run. The Agent reads your reason.
Give feedbackThe Tool does not run. The Agent reads your feedback and tries again.
Send answerThe Agent continues with your answer and files.
Send to AgentThe Agent continues, following your guidance.
I'll handle itThe Agent stops this task and you deal with the customer yourself.
Send feedback on a reportThe Agent runs once more with your feedback.

Runs that do not wait. In a customer conversation nothing waits for you: the Agent keeps helping the customer and gets your answer later. In a production Workforce run, a step that needs approval becomes a deferred branch ("Deferred branch: the conversation does not wait. Once approved, this branch runs and reports back to the Agent holding the conversation."). Outside conversations, for example in an Agent's Test tab, the run waits until you answer.

Moving on. After you answer, "The next task opens in 3 seconds." — press Go now or Stay here. J and K move to the next and previous task; turn shortcuts off with Turn off shortcuts.

Common tasks ​

Approve a Tool call

  1. Open Agent Inbox and pick the approval under Needs you.
  2. Read what the Tool will do and why.
  3. Press Approve, or Edit and approve to change the values first, then Approve edited version. Fields with a problem are listed ("1 field needs fixing").
  4. To refuse, press Reject and optionally write "Why you reject it". To let the Agent try another way, press Give feedback, write the feedback and press Send feedback.

Answer a question

  1. Pick the question.
  2. Choose an option, or Other and write your answer under Your answer.
  3. Attach files with Choose files if the Agent asked for them.
  4. Press Send answer. "The Agent continues as soon as you send."

Handle an escalation

  • To keep the Agent working, write under Guide the Agent (for example "refund 50% and add a discount code") and press Send to Agent.
  • To do it yourself, press I'll handle it.

Handle a customer conversation handed to a person

  1. Pick "Conversation needs a person". It shows the Page, why it was handed over, the recent conversation and the customer's Waiting messages. If a reply failed to reach the customer, it shows the error and the unsent text, with Resend this text.
  2. The conversation is already with a person: type under Reply to the customer and press Send. Messenger rules apply (see Contact Center).
  3. When you are done, write an optional Note for the agent and press Hand back to the agent. The Agent reads the note, then answers the queued messages.

Reply to a report

Open the report; it is marked seen. "No reply needed if it looks good." To ask for changes, write under Reply to the Agent and press Send feedback.

Limits and rules ​

  • Who can open it: Workspace Admins, Builders and Operators, and Organization Owners and Admins. Viewers cannot: the Agent Inbox still shows in their menu, but the page fails to load ("Could not load the Agent Inbox.").
  • Who can answer: Workspace Admins and Organization Owners and Admins answer any item. Builders and Operators answer items assigned to them or unassigned. Others see "Waiting for {name} to answer".
  • A request from an AI client ("Request from an AI client") can be answered only by Workspace Admins and Builders (and Organization Owners and Admins), and only within 5 minutes of signing in; otherwise sign in again first. It expires after 24 hours without an answer.
  • A question's answer can carry up to 10 files of 25 MB each. A reason or feedback on an approval is up to 1,000 characters; other answers up to 4,000.
  • Nothing can be answered in an archived Workspace.
  • Done items stay listed for 7 days.