Inbox
How the KonvoAI inbox is organized — the Tasks, Input needed, and Open columns.
The inbox is where every conversation across your channels lands — chat widget, email, and the rest. Instead of one flat list, it's split into three columns so the things that need a human come first, and ordinary conversations stay out of the way until you want them.
The three columns
Tasks
Work the AI agent has handed to a human, with a title and any details it collected.
Input needed
A drafted reply the AI agent wants you to review before it goes out.
Open
Your live conversations — everything currently in flight.
Tasks
A task is a unit of work the AI agent decides a person should handle, rather than something it can answer on its own — for example, an action that needs approval, account access, or a judgement call. Each task carries a title, the details the agent already gathered, and an optional due date so you can see what's time-sensitive.
A task sits in the column until someone acts on it. You either:
- Mark it done — the work is handled, and the task leaves the column, or
- Dismiss it — it wasn't needed, and the task leaves the column.
Tasks don't expire
A task stays in the column until a person marks it done or dismisses it. It never times out on its own — unlike conversations, which auto-resolve after a while (see Conversation status).
Input needed
Input needed is the AI agent asking you to approve a reply before it's sent. The agent has already written a draft; you're the last check. Each item shows the suggested reply alongside the conversation it belongs to, so you have the full context.
From here you can:
- Approve & send — the draft goes out as-is, or
- Ask for changes — hand it back to the agent with a note, or edit the reply yourself before sending.
Once you've actioned it, the item leaves the column.
Open
Open holds your live conversations — every chat or email thread that's currently in flight. This is the closest thing to a traditional inbox list, and it's where most of your day-to-day replying happens. You can filter it to show everything, only unassigned conversations, or only the ones assigned to you.
A conversation stays in Open until it's closed. What "closed" means — and how a closed conversation eventually gets archived as resolved — is covered in Conversation status.