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Support inbox

All conversations appear in Creator Studio → Support → Inbox, regardless of channel (web or Telegram).

Features​

  • Compact conversation list with infinite loading (first 30 chats, more on scroll)
  • Full message history per ticket, with jump-to-latest when you scroll up
  • Reply from web (synced to Telegram if the visitor linked Telegram)
  • Filter by status: All, Active (open queue), open, needs agent, enterprise lead, resolved, closed
  • Search by ticket number, message preview, page URL, Telegram @username, or visitor id
  • Custom labels per agent account (color tags on tickets, filter the list by label)
  • Visitor filter: show every ticket from the same Telegram user or web visitor
  • Take / Release assignment and assign to a team agent
  • Release is only available to the agent who took the ticket (your Telegram account must match the assignee)
  • Take registers you under your Telegram first name in the agent list
  • Suggest reply (Pro/Team with AI enabled) drafts a reply from FAQ and thread context
  • Visitor context: page URL and referrer when the widget captured them
  • Screenshots visitors send in Telegram: click to preview in inbox. Files stay for 30 days, then they are removed.
  • Live refresh: conversation list and open thread update automatically
  • Resolve / Reopen actions on each thread
  • CSAT when the visitor rated a resolved conversation (shown in the thread header)

CSAT (customer satisfaction)​

When you Resolve a ticket, the visitor's widget shows a 1-5 star prompt on their next visit or poll cycle. Ratings appear in:

  • The ticket row (star badge)
  • Support → Widget → Widget analytics (average CSAT and recent scores)

Telegram agents​

When a visitor sends a message:

  1. A card is posted to your agent group (if configured)
  2. Agents click Take or open Studio
  3. Reply in Studio or via Telegram (reply to the ticket card in your agent group)

Outside business hours, new web messages are saved with an offline auto-reply and agents are not pinged until you are back.

Inbox list

Best practice​

Use the web inbox for long answers and attachments. Use Telegram notifications for mobile-first agents. Resolve tickets when done so visitors can leave CSAT feedback.