Guides

Frontline Inbox — Complete User Guide

1. Inbox Main Page

Path: Frontline → Inbox

What it does

The Inbox is the main place where all customer conversations come together. It shows messages from all connected channels like Messenger, Facebook, Instagram, Email, and more.

What is on the page

At the top:

• Inbox title.
• 0 conversations — Shows how many conversations are currently displayed.
• Filter and view options.

In the left sidebar under Frontline, you can switch between:

• Inbox
• Tickets
• Reports
• Forms
• Surveys
• Knowledge Base
• Help Center

Below that, there is a Work queue section with quick filters:

• Assigned To Me
• Mentions
• Unassigned
• Awaiting Response

If the inbox is empty, you see:

• No conversations found
• "There are no conversations matching your filters."

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2. How to Use the Filter

At the top of the inbox, there is a filter button. Click it to open the filter menu.

The filter options include:

• Search — Search for specific conversations.
• Unresolved — Show only open conversations.
• Resolved — Show only finished conversations.
• Unassigned — Show conversations with no assignee.
• Participated — Show conversations you joined.
• Awaiting response — Show conversations waiting for a reply.
• Automation status — Filter by automation rules.
• By Channel — Filter by specific channel.
• Integration Type — Filter by Messenger, Facebook, Email, etc.
• Created at — Filter by date.

You can combine multiple filters at the same time.

3. Assigned To Me Filter

Click Assigned To Me in the left sidebar to see only conversations assigned to you.

At the top, a filter tag appears: Assigned to me.

If no conversations are assigned to you, you see:

• No conversations found
• "There are no conversations matching your filters."

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4. Mentions Filter

Click Mentions in the left sidebar to see conversations where someone mentioned you.

At the top, a filter tag appears: Mentions.

If no one mentioned you, the inbox will be empty.

5. Unassigned Filter

Click Unassigned in the left sidebar to see conversations that do not have an assignee yet.

At the top, a filter tag appears: Unassigned.

This is useful for finding new customer messages that need to be assigned to a team member.

6. Awaiting Response Filter

Click Awaiting Response in the left sidebar to see conversations where a customer is waiting for your reply.

At the top, a filter tag appears: Awaiting response.

This helps your team prioritize messages that need attention.

7. Combining Filters

You can use more than one filter at the same time.

For example:

• Awaiting response + Personal inbox

The filter tags will both appear at the top. You can remove a filter by clicking the X on the tag.

Another example:

• Awaiting response + Test Channel

This shows only conversations in the Test Channel that are waiting for a response.

8. Filter by Brand

You can also filter conversations by brand.

In the left sidebar under Brands, select a brand name. Example: nino.

At the top, a filter tag appears with the brand name.

This is useful if your company manages multiple brands in one system.