Daily work
Inbox, cases and chat
How requests flow into Spjallbox, how to assign and prioritize them, and where the contact history lives.
Reading time · 7 min read
Every request — whether it arrives by email, the chat widget, a social channel or a form — becomes one "case" in the shared inbox. Inbox, Cases, Live chat and AI chats are four different views over the same data, each suited to a different way of working.
Inbox vs. Cases vs. Live chat vs. AI chats
Inbox
The main view — every conversation from every channel in chronological order, with filters by status, assignment and team.
Cases
The same data laid out as a ticket list — great when a request needs longer-term follow-up.
Live chat
Live, in-progress conversations in the chat widget in real time — see when a visitor is typing.
AI chats
Conversations the AI is handling automatically, or has resolved without an agent.
A day in the inbox
- 1
Open a case
Click a conversation to see the full history — earlier messages, contact details and the same contact’s past cases appear in the side panel.
- 2
Assign and tag
Assign the case to yourself or another agent, set a priority and add tags so you can filter and measure later.
- 3
Leave a private note if needed
Use private notes (visible to your team only) to ask a colleague a question or record internal context — @-mention someone to notify them.
- 4
Reply and resolve
Approve or write a reply and close the case. A CSAT satisfaction survey can go out automatically the moment a case closes, if enabled.
Collision detection
You can see in real time if a colleague is already drafting a reply to the same case, so no one answers the same request twice.
Contacts and timeline
Every customer automatically gets a contact card under Contacts, with every past interaction on one timeline — regardless of which channel was used. You’ll also see data from connected systems there if integrations like Shopify, WooCommerce or Payday are active, such as recent orders or invoices, right inside the conversation panel.
Merging cases and tasks
- Two requests about the same issue? Merge them into one case — the history from both comes along.
- Add tasks (a checklist) inside a case for follow-up that takes longer than a single reply.
- Saved views like "My cases", "Unread" or "Awaiting customer reply" help the team find the next thing to do quickly.
Useful keyboard shortcuts
- ⌘/Ctrl + Enter — send reply
- J / K — go to next / previous case in the list
- E — resolve case
- A — assign case
- C — close case
- @ — mention a colleague in a note
What happens if the same customer sends two separate requests?+
They start out as two cases, but you can merge them manually, or the AI does it automatically if auto-merge is enabled under Knowledge base → AI.
Can the customer see private notes?+
No, private notes are only visible within your team and never appear in a reply.
Can I move a case between teams?+
Yes — change the assigned team any time, or set up a routing rule to do it automatically based on conditions, see "Automation".