Navigating the Inbox
The interrupt list, scopes, sorting, and how the inbox stays live.
The inbox lives at Inbox in your organisation's sidebar (or press g then i). It is split into two panes: a rail of interrupt cards on the left, and the detail of whichever interrupt is selected on the right. Selecting a card opens it; if the selected interrupt disappears from the list (it was answered while Show closed is off, say) the top card is selected instead.
Interrupt cards
Each card in the rail summarises one interrupt:
- Classification badge, in the classification's colour - or Unclassified for interrupts that arrived without one and haven't been triaged yet.
- Priority badge (Low, Medium or High), which comes from the classification, so unclassified interrupts have none.
- The interrupt's title.
- The assignee's avatar - hover it to see who. Unassigned interrupts show no avatar.
- A Closed badge once the interrupt is answered, and an Escalated badge once it has been raised to manager review.
- How long the interrupt has been open -
5m,3h,2d- refreshed every half minute.
Scopes
The dropdown at the top of the rail picks which interrupts you're looking at:
| Scope | Shows |
|---|---|
| Assigned to me (default) | Interrupts assigned to you. This is your personal queue. |
| Entire inbox | Every interrupt in the organisation, whoever it's assigned to. |
| Manager review | Escalated interrupts. Only offered to members with the review.view permission - see Manager review. |
The same three scopes are reachable from the command palette (⌘K / Ctrl+K) under Inbox.
Sorting and closed interrupts
Sort offers two orders. Both put the longest-waiting interrupt first, on the principle that the interrupt that has waited longest is the most urgent:
- Time opened (default) - oldest first, plain and simple.
- Priority - High classifications first, then Medium, then Low, with unclassified interrupts last; within each group, oldest first. This is what the classification page means by priority "partially influencing" the queue order.
The Show closed switch is off by default, so the rail only shows interrupts still awaiting a decision. Turn it on to see answered interrupts too - they carry a Closed badge and remain fully browsable, decisions and audit trail included.
Scope, sort, Show closed and the selected interrupt are all kept in the page URL, so a view can be bookmarked or pasted to a colleague.
Live updates
The inbox is a live stream, not a page you refresh. New interrupts appear in the rail the moment an agent opens them; assignments, classifications, escalations and decisions made by anyone - a colleague, workload management, Argus or an API caller - show up on the cards and in the open detail as they happen. If your connection drops, the inbox reconnects on its own and catches up on anything it missed.
Your queue on Home
Your organisation's Home page carries a Your queue panel - the open interrupts assigned to you, longest-waiting first, using the same cards. Clicking one opens it in the inbox. Alongside it, the sidebar's Inbox entry shows a red badge with how many of your assignments you haven't opened yet (configurable under Notifications).
When the allowance is used up
Free organisations have a monthly allowance of interrupts. Once it's spent, an amber banner appears across the top of the inbox: "This organisation has used its included messages for the month - new interrupts are blocked until the allowance resets. Existing interrupts stay available." Agents opening interrupts receive an error until the allowance resets or the organisation upgrades - see Billing.