Unified Inbox Overview

The unified inbox is the heart of Savena. Every message from every connected channel — live chat, email, WhatsApp, Instagram, and Facebook — appears in a single inbox view.

How it works

When a customer sends a message through any channel, a conversation is created (or an existing one is reopened). The conversation carries the full context regardless of which channel it originated from, so your team never has to switch between tools.

Inbox views

• Your Inbox — open conversations assigned to you
• All — every conversation in the workspace
• Unassigned — open conversations with no assignee
• Created by me — conversations you started
• Spam — conversations marked as spam

Conversation statuses

• Open — active conversation awaiting response
• Closed — fully closed and archived

Filtering and sorting

Filter conversations by channel, status, priority (low, medium, high, urgent), assignee, or tags. Use the search bar to find conversations by customer name, email, or message content. Sort by newest or oldest to prioritize your queue.

Assignment

Conversations can be assigned to individual agents or teams. You can assign manually, use round-robin assignment, or let your AI agent and workflows handle assignment automatically based on rules you define.

Snooze

Snooze a conversation to temporarily hide it from your inbox. Set a time and the conversation will reappear automatically when the snooze expires. This is useful for conversations where you need to follow up later but do not want them cluttering your active queue.

Linked conversations and tickets

Conversations can be linked to other conversations for reference, and to tickets for issue tracking. This helps your team see the full picture when a customer has multiple ongoing interactions.