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Inbox

Inbox is the top-level view of all conversations. You see threads from every connected channel (email, chat, etc.) in one place.
  • Inbox in the menu: list of conversations; filter by channel, status, assignee, or tags.
  • Open a conversation to read, reply, assign, tag, or run workflows. AI agents can handle or triage based on your Knowledge base and Behaviour.

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Tasks

Tasks are to-dos created from conversations, workflows, or manually. They can be linked to a conversation, a contact, or an assignee.
  • Tasks in the menu: view all tasks, filter by assignee or status, create a task, complete or reassign.
  • Workflows and agents can create tasks (e.g. “Triage”, “Human follow-up”, “Escalated”).

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Support and conversations

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Conversations

Each conversation is a thread with a contact (or channel). It has a status (e.g. Open, Pending, Escalated, Resolved), optional assignee and tags, and a full message history.
  • Support → Conversations (or Inbox): open a conversation to reply, assign to an agent or teammate, update status, add tags.
  • Link conversations to contacts or accounts when your setup supports it.

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Triage and routing

  • Triage — When a new conversation arrives, you or an agent can create a task (e.g. “Triage”), tag by channel or topic, and assign to a team or agent.
  • Routing — Use workflows or agent rules to route by keyword, channel, or contact (e.g. country, plan). Configure in Agents and Workflows.

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Escalation

  • Mark a conversation as Escalated when it needs a human or supervisor.
  • Workflows can notify a supervisor or create a follow-up task when status becomes Escalated or when SLA is at risk.
  • See Escalation.

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Calls

If your plan includes Calls:
  • Calls in the menu: individual and bulk call operations.
  • Voice agents can handle calls; configure them in Agents (e.g. voice, language, actions).

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Automation: Agents, AI Hub, Integrations

  • Agents — Create chat, phone, or email agents. They use your Knowledge base to answer and can run Workflows (e.g. create task, tag, assign). See Agents.
  • AI Hub — Behaviour (how agents respond), Workflows (what they can run), Knowledge base (what they can read). Shared across Grio CX.
  • Integrations — Connect email, chat, WhatsApp, and other channels so conversations flow into the Inbox. Configure in Integrations or Settings.

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Analytics and SLA

  • Analytics — Conversation volume, response times, escalation, and AI-driven insights (depending on your plan). Use filters by channel, date, or team.
  • SLA — If you use SLA, workflows or alerts can trigger when a conversation is at risk or breached. Notify supervisors or create tasks from Workflows.