Agent inbox
The list of conversations on the agent side — filtering, claiming, replying.
The inbox at <tenant>.nura24.com/admin/chat is where you live as an agent. New visitor messages arrive in real time; the count badge updates without a page refresh.
Layout
- Left rail — filters and counts. Three top-level lists: Open, Unassigned, Closed. Plus an "Assigned to me" toggle that scopes the current list to your own conversations.
- Main pane — the conversation list. Each row shows the visitor's name (or "Anonymous visitor"), a status badge (Waiting / Active), priority chip if set, the latest message snippet, and the assigned agent.
- Detail pane — opens when you click a row. Full transcript, reply form, sidebar with visitor info and assignment controls.
States
- Waiting — visitor sent a message, no agent has replied yet.
- Active — an agent has replied at least once. The status flips automatically on first reply.
- Closed — manually closed by an agent (or auto-closed if you configure that rule later). Closed conversations don't appear in the default Open view.
Claiming a conversation
Two ways:
- Auto-claim on reply — if a conversation has no assignee and you reply, you become the assigned agent.
- Manual assignment — open the conversation, change the assignee dropdown in the sidebar. You can assign to yourself or a teammate.
The reply form
- Plain-text textarea —
/shortcutautocomplete for canned responses. - An AI suggest reply button that proposes a response based on KB context. See Chat reply suggestions.
- An Internal note checkbox — see Internal notes.
- Press Cmd/Ctrl + Enter to send without taking your hand off the keyboard.
What you don't see
The widget polls every 15 seconds even when our WebSocket is fine — that's the safety net. You don't need to think about it; if anything fails, the inbox catches up within 15 seconds.