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Agent Workspace

A Single Agent Desktop. Not Five Browser Tabs

The Unified Inbox in volbor is your shift command center: incoming queue on the left, conversation thread in the center, customer profile on the right. The Inbox Hub maps out the broader module suite. Here is how agents resolve conversations, not how routing rules are configured.

Open Dashboard3-Column Layout

Single Identity

Website First, Then Telegram — Same Person, Same Thread

When a phone number or email matches, the system prompts you to merge threads into a single profile.[1] Agents never have to ask for table dimensions a second time. In-line message translation appears directly beneath the original text, not in a separate tool.

Layout

Queue · Thread · Customer Card. Collapsible Sidebars

Left column: incoming queue and SLA urgency. Center: conversation thread with file attachments and voice notes. Right: customer CRM profile and active deal. On laptops, side panels collapse so the thread never turns into a cramped strip.

Workflow

A Conversation Never Disappears Until Marked 'Resolved'

New → In Progress → Waiting on Customer → Resolved. Breached FRT escalates to the top of the queue. This isn't an email inbox where unread messages sink into oblivion.

New

Unassigned or just routed to the shift.

In Progress

Agent is typing or awaiting warehouse updates, but ownership is assigned.

Waiting on Customer

Waiting on customer reply; doesn't count against agent response SLA.

Resolved

Fully searchable, kept out of open queues.

Folders & Custom Views — saved filters for VIP clients and high-priority tickets. This view handles lifecycle statuses, not complex query builders.

Velocity

Next Ticket from the Keyboard — Keep Hands on Home Row

Next ticket, reply focus, status changes, and slash snippets without touching the mouse.[2] Insert product cards and checkout payment links directly from the sidebar without opening five browser tabs.

  • J / KPrevious / Next in queue
  • RFocus reply composer
  • /Canned snippet from library
  • EChange conversation status

Hybrid

Bot Resolves the Routine. Humans Step into the Same Thread

AI-generated draft replies with a 1-click 'Send' button. When a customer asks for a live representative, the queue maintains complete context without restarting the chat. Track automation deflection rates in analytics, not marketing hype.

Automated replies

FAQs and order tracking via deterministic flows. No unrealistic '100% human-free' claims.

AI Copilot drafts

Agents refine tone and pricing rather than typing warehouse addresses from scratch.

Seamless handoff

Clicking 'talk to human' or hitting flow limits routes straight into the Unified Inbox.

FAQ

Layout, Merging, Mobile

How many agents can share one inbox?

An entire shift works concurrently. Agent assignments and chat capacity limits are managed under team routing, not in the layout view.

What about social media comments?

Comments land in your inbox. You can transition replies into Direct Messages without cluttering the public post.

Can we prevent departments from seeing each other's leads?

Yes, through granular ACL roles and permissions. This view shows active threads; access control is configured in security settings.

What happens if a customer messages both WhatsApp and Telegram?

If contact info matches, threads merge into one. If not, they appear as separate tickets until you confirm the merge.

Can agents send and receive voice notes and PDFs?

Yes, bidirectional multimedia is supported. Voice note transcriptions appear as inline text directly in the thread.

Can agents use mobile devices?

A responsive web dashboard is available for on-call duties. The full 3-column workstation is optimized for desktop screens.

Ecosystem

A Workspace Without Routing and Whispering Reverts to Tab Chaos

The UI layout doesn't route tickets or conceal internal notes on its own. Companion modules handle that.

Inbox Hub

Why it mattersCluster roadmap: queue management, translation, SLA pointers, and folders.

Risk if missingAgents have an interface but don't know which screens handle routing and permissions.

Routing

Why it mattersAutomates who picks up new conversations from the queue.

Risk if missingAgents cherry-pick easy tickets from an unorganized queue.

Whispering & Notes

Why it mattersInternal collaboration layer right inside the customer thread.

Risk if missingScreenshots and discussions leak into third-party messaging apps.

SLA

Why it mattersVisual color alerts and response deadlines governed by rules, not guesswork.

Risk if missingUrgent issues get buried under routine inquiries.

CRM

Why it mattersEnriches the right column with complete customer context.

Risk if missingReplying blind without seeing recent orders or past spend.

Knowledge Base

Why it mattersInsert canned snippets directly from the sidebar.

Risk if missingAgents invent pricing and policies off the top of their heads.

Catalog

Why it mattersSend interactive SKU cards in chat without copy-pasting links.

Risk if missingAgents scramble to look up inventory on your public website.

Get Started

Work from One Command Center, Not Five Messaging Apps

Connect your messaging channels to volbor and power up the 3-column inbox for your team. Configure folders and routing workflows right alongside your workspace.

Open Dashboard

Methodology & Notes

Context Behind These Numbers

  1. [1]
    Thread merging when phone or email matches

    Native product capability: prompts agents to merge profiles upon contact match. Illustrated here as a website widget → Telegram workflow. Does not represent an industry-wide average merge rate.

  2. [2]
    Frequent keyboard hotkeys: next ticket, reply, status, snippet

    Hotkeys available inside the Unified Inbox UI (J/K, R, /, E in this example). Not an empirical '1.5x faster' claim or third-party shift study.