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.

Filtering and sorting

You can filter conversations by channel, status (open, assigned, resolved), priority, assignee, tags, or custom attributes. Use the search bar to find conversations by customer name, email, or message content.

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.