Inbox

The helpdesk interface for live agents to engage with livechats and tickets.

Requires various permissions to view, manage, or transfer livechats and tickets at the individual or team level.

The Inbox is Proto's helpdesk — where live agents interact with people through livechats and tickets, together called conversations.

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Open conversations

The left-side Inbox panel lists all conversations. Select any to open its message thread and details panel.

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Messaging

Send messages using the message editor at the bottom of an open conversation.

Conversation type	How messages are delivered
Livechat	Text or voice note in the person's messaging app (WhatsApp, Webchat, etc.)
Ticket	Email into an ongoing email thread

The message editor also handles AI enhancements, attachments, internal notes, and transfers.

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Conversation details

The right-side panel shows tabs for the open conversation.

Tab	Description
Conversation	Manage the livechat or ticket. See Manage a livechat and Manage a ticket.
Person	View and manage the person's profile. See Manage a person.
Custom	Only appears if a custom profile iFrame is configured for the teamspace.

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In this section

Message editor

Reply, write internal notes, use AI enhancements, and transfer conversations.

Find and view conversations

Search, filter with views, sort, and use multi-conversation layout.

Transfers and takeovers

Transfer conversations between agents and take over from another assignee.