Needs reply
Customer sent the last message; no agent response yet.
Queue
A shared dump isn't an inbox. It's half a shift spent searching
Telegram, WhatsApp, and live chat dump into one noisy feed. VIPs drown in broadcast replies. volbor builds real-time folders and role-based custom views: agents see their assignments, supervisors track load — without stepping on each other's filters.
Smart Folders
Folders auto-route conversations the moment properties change
These aren't static labels. Customer sent the last message? Moved to “Needs reply.” High-value tag? Marked VIP. SLA running out? Flagged as “Urgent SLA.”
VIP
Tagged as high-LTV or enterprise tier — routed to a dedicated list, not buried in the backlog.
Urgent SLA
SLA timer is about to expire. Thresholds are configured on the SLA timers page.
Unassigned
New incoming conversations waiting for automated routing or manual assignment.
Views
Three roles, three distinct views — no one-size-fits-all inbox
Customize your columns: customer name, channel, wait time, pipeline stage, and tags. Real-time unread badges right on the sidebar.
Agent
My active chats
- Order #4412
- VIP Refund
- Partner Demo
Supervisor
Shift workload
- Queue 18
- Unassigned 4
- Urgent SLA 5
Sales
Deals in progress
- Proposal sent
- Awaiting payment
- Follow-up
Tags & Search
Color-coded tags. Compound filters when folders aren't enough
Bots tag leads from quiz answers. Agents add `#refund` in one click. Filter by `#b2b` AND NOT `#closed`, combined with CRM city data or chat transcripts.
Status colors
Scan the feed visually without reading through preview snippets.
Save query
Convert complex search queries into permanent Smart Folders instead of running one-off searches.
Speed
Next ticket from keyboard. Bulk actions without clicking each chat
Number keys switch views. Hit reply, and the next unresolved ticket opens automatically. Cmd/Ctrl+K updates tags and statuses. Esc resets filters.
Bulk actions
Reassign ten tickets before taking a break, close backlogs after a broadcast, or apply promo tags in bulk.
Archive
7 days of inactivity moves threads out of operational folders. A new customer message instantly reopens the thread in the active queue.
Permissions
Personal views don't have to clutter team workflows
Company-wide public lists, department folders, and private custom views. Frontline agents won't accidentally alter supervisor queue rules.
Company
Standardized “Unassigned” view shared across all shifts.
Department
Dedicated views restricted to support or sales teams.
Personal
Individual focus lists that never interfere with team counters.
Shift Impact
List efficiency is measured in hours saved, not vague conversion promises
8 agents, 30 minutes a day scrolling through a cluttered general feed, 20 working days, $22/hour rate — roughly $1,760 spent on pure navigation alone. Add two high-value deals ($600 each) caught in time, and that's around $2,900/month saved for this team.[1]
Based on wage and time assumptions; not a blanket +12% conversion guarantee.
FAQ
Folders in Daily Operations
Do multiple Smart Folders slow down performance?
No, lists query real-time queue indices. Regular shift volumes will not turn the inbox into a slow report.
Can I export contacts from a view?
Yes, with admin permissions. Note that this is a list export, not a replacement for custom report builders.
Are counters updated in real time?
Yes, via WebSockets without requiring manual page refreshes.
Is there a folder limit?
Personal and team views aren't restricted to arbitrary limits like “three per project.”
Can each folder have custom sorting?
Yes: sort by wait time, creation date, deal priority, and more.
Related Solutions
A folder stays empty if your queue isn't organized
Views don't route messages or calculate SLAs on their own — they display what has already been structured.
Unified Inbox
Why it mattersFolders live directly inside your conversation workspace.
Without itCustom views operating in a vacuum.
Routing
Why it mattersThematic folders are populated by rules, not manual sorting.
Without itConversations stuck in “Unassigned” forever.
SLA
Why it mattersAn “Urgent SLA” folder without timers is purely decorative.
Without itUrgent tickets go unnoticed.
CRM Profiles
Why it mattersFilter by city and deal value, not just communication channel.
Without itUnable to distinguish VIP buyers from spam.
Sales Pipelines
Why it mattersDedicated “Proposal sent” view for sales reps.
Without itReps waste time manually searching for deals.
Custom Reports
Why it mattersWeekly resolution speed by folder belongs in analytics reports, not inbox lists.
Without itQueue looks clean at a glance, but zero objective data.
Get Started
Set up three core views: Mine, Urgent SLA, and VIP
Add tags and granular filters as bottlenecks arise. Avoid setting up twenty folders “just in case.”
Open dashboardData & Methodology
Where the numbers on this page come from
- [1]Around $2,900 per month saved for an 8-agent team
Scenario: 8 agents × 0.5 hrs/day × 20 days × $22/hr ≈ $1,760 in navigation waste. Two conversations rescued from the backlog with an average deal size of $600 = $1,200. Total ≈ $2,960, rounded to $2,900 in text. Wage and deal size assumptions are stated explicitly; this is not a product guarantee.