Shared inbox

All conversations of the projects you work on arrive in one inbox, whatever the channel.

Finding conversations

• Views: everything, Assigned to me, Unassigned and Awaiting reply.
• Filters: project, channel (web chat, email, WhatsApp), group, status, who is handling it (assistant or team), tags and visitor info such as answers to intro questions (agegroup:teen).
• Search by name, email, message text or conversation number (#123).

Each conversation is Open, Waiting (for the visitor) or Closed.

Working on a conversation

• Assign a conversation to yourself or a colleague, or let routing rules do it.
• Escalate to a group or a person with a note. They are notified right away.
• Internal notes are only visible to your team. They are never shown to visitors and never returned by the API.
• Take over a conversation the AI assistant is leading in auto mode.
• Tags help you find conversations later and show up in reports.

The details panel shows the visitor’s channel, language, intro answers, earlier conversations and an anonymized summary once the conversation is closed.

Spam

Choose Mark as spam in the conversation menu, or in the warning of a suspected spam email. The conversation moves to the Spam tab and leaves every other view and all reports. It gets no rating email, summary or knowledge suggestion, and visitors only see it as closed. New messages from the sender stay in it without notifying anyone, and replies are paused.

Not spam reopens the conversation. Spam is deleted automatically 30 days after it was marked, together with its files; the audit log records how many conversations were removed. Individual conversations cannot be deleted otherwise. To erase everything about a person, use Delete contact under Data protection.

Saved replies

Save answers to common questions under Settings → Saved replies, for one project or shared across the organisation. Type / in the reply box to search and insert one. Use {contact.name} and {agent.name} to personalise them. Saved replies are never used by the AI.

Presence and notifications

• Set yourself Available or Away. Only available, online team members receive conversations through automatic assignment.
• Colleagues see who is online and who is typing.
• Under My profile, choose browser push notifications per device and email notifications for assigned or escalated conversations, or for every new conversation. Emails are only sent while you’re not online in Commelia.

Visitor feedback

When a conversation is closed, the visitor can rate it (not helpful, partly helpful, helpful) and leave a comment. Visitors can also end a conversation themselves in the widget, rate it there, and ask for a transcript or deletion (see privacy). Ratings appear in the conversation and in reports.

Use Assign to me to claim an unassigned conversation. For assigned conversations, clicking opens the agent picker. The arrow always opens this searchable picker. Without a search filter, you appear first with a person icon. Group assignment is in the More actions (dots) menu before the sidebar toggle. Mark as spam asks for confirmation and permanently deletes the conversation and all its messages; other conversations from the same visitor remain.