Smart Inbox

The Smart Inbox is Relay's AI-powered ticket management view that automatically organizes your tickets for maximum efficiency.

Overview

Unlike traditional ticket lists, the Smart Inbox uses AI to triage tickets into three columns:

Column	Description	Typical Actions
Triaged	New tickets analyzed by AI, awaiting action	Review, assign, respond
Active	Tickets you're currently working on	Continue conversation, update status
On Hold	Waiting for customer response	Monitor, follow up if needed

How It Works

Automatic Triage

When a new ticket arrives:

AI Analysis: Ticket is analyzed for priority, sentiment, and content
Summary Generated: 2-3 sentence overview created
Priority Suggested: AI recommends urgency level
Placed in Triaged: Ticket appears in the left column

Column Transitions

Tickets move between columns automatically based on status:

New Ticket → Triaged
     ↓
Agent Replies → Active
     ↓
Customer Replies → Active (stays or returns)
     ↓
Awaiting Customer → On Hold
     ↓
Resolved/Closed → Removed from inbox

Using the Smart Inbox

Triaged Column

What's here: New tickets that need attention

What to do:

Review the AI summary (visible on hover or in preview)
Check the suggested priority
Assign to yourself or a team member
Start working on the ticket

Quick actions:

Click to open and respond
Drag to Active column to claim it
Right-click for assignment options

Active Column

What's here: Tickets you or others are actively working on

What to do:

Continue conversations
Add internal notes
Update status as needed
Resolve when complete

Filtering active tickets:

My tickets: Only tickets assigned to you
All active: All team's active tickets
Unassigned: Active but not assigned

On Hold Column

What's here: Tickets waiting for customer response

What to do:

Monitor for customer replies
Follow up if no response
Close if abandoned

Automatic behavior:

Tickets move here when status is "Pending"
Return to Active when customer replies

Customizing Your View

Switching Views

Toggle between inbox layouts:

Smart Inbox: Three-column AI-triaged view
List View: Traditional ticket list
Table View: Spreadsheet-like view

Click the view switcher in the top right to change.

Filtering

Use the filter bar to narrow down tickets:

Status: Open, Pending, Resolved
Priority: Urgent, High, Normal, Low
Assignee: Specific agent or unassigned
Tags: Any configured tags
Date Range: Created or updated timeframe

Sorting

Sort tickets by:

Created date (newest/oldest first)
Updated date (most recent activity)
Priority (urgent first)
SLA status (breaching first)

Working Efficiently

Quick Actions

From the inbox, you can:

Action	How
Open ticket	Click anywhere on the ticket row
Preview	Hover to see summary and details
Assign	Click the avatar icon
Change priority	Click the priority badge
Add tag	Right-click → Add tag
Change status	Right-click → Change status

Keyboard Navigation

Shortcut	Action
`J` / `K`	Navigate up/down
`Enter`	Open ticket
`A`	Assign
`P`	Set priority
`S`	Change status
`Escape`	Close / go back

Bulk Actions

Select multiple tickets for bulk operations:

X to select/deselect individual tickets
Shift + X to select a range
Cmd/Ctrl + A to select all visible

Bulk action toolbar appears with options:

Bulk assign
Bulk status change
Bulk tag
Bulk reply
Bulk delete (admin only)

AI Enhancements

In the Inbox

Priority badges: Color-coded urgency indicators
Sentiment indicators: Visual mood representation
Summary preview: Quick ticket overview on hover

When Opening Tickets

Full AI summary: Detailed ticket summary
Reply suggestions: AI-generated response options
Similar tickets: Related historical tickets
Article recommendations: Relevant KB articles

Tips for Success

Start with Triaged: Begin your day by working through triaged tickets
Don't let Triaged grow: Keep this column as empty as possible
Use bulk actions: Handle similar tickets together
Trust the AI priority: AI suggestions are based on sentiment and content analysis
Review On Hold daily: Follow up on stale tickets
Create saved views: Save common filter combinations for quick access

Troubleshooting

"Tickets aren't being triaged"

Check that AI features are enabled in settings
Verify your organization has API credits
Some very short tickets may skip AI analysis

"Wrong tickets in On Hold"

On Hold is based on "Pending" status
Check your automation rules for status changes
Manually adjust status if needed

"Can't see all columns"

Ensure your browser window is wide enough
Try collapsing the sidebar
Switch to List view on smaller screens

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