Inbox and triage (Grio CX)

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Using the Inbox

• Inbox shows all conversations from connected channels (email, chat, etc.).
• Filter by channel, status (Open, Pending, Escalated, Resolved), assignee, or tags.
• Open a conversation to read the thread, reply, assign to an agent or teammate, update status, or add tags.
• Link conversations to contacts or accounts when your setup supports it.

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Triage when a new conversation arrives

1. Open it and skim the first message.
2. Tag it (e.g. by channel: “Email”, “Chat”; or by topic: “Billing”, “Technical”).
3. Create a task (e.g. “Triage”) and assign it to yourself or a teammate if you want a human to handle it.
4. Assign the conversation to an agent or a team so the right party replies. Agents use your Knowledge base and can run workflows (e.g. send welcome, ask first question, route by country).
5. Set status (e.g. Open, Pending) so your team can see what’s in progress.

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Let the agent triage

• The agent can send a welcome or first question, tag the conversation, create a task, or assign to a team based on Behaviour and Workflows.
• You can still take over: open the conversation, reply yourself, or reassign. Monitor in Inbox and Tasks to step in when needed.

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Routing by keyword, channel, or contact

• Keyword in message — e.g. “refund” → tag “Urgent”, notify agent, or assign to a team.
• Channel — e.g. email → tag “Email”; chat → tag “Chat”.
• Contact — e.g. country or plan from contact profile → route to the right team or send a specific message.