Unified Inbox Documentation

Who unified inbox is for

BPOs handling live chat for multiple ecommerce or SaaS clients
Support agencies with one team across several Zynli workspaces
Internal shared services covering multiple business units
Not required for single-workspace teams — workspace switcher still works

Identity login vs per-tenant subdomain

Agents with multiple memberships log in at the identity level (email/password without tenant slug). When unified inbox is enabled, canonical dashboard URL is app.{baseDomain}/dashboard with scope=all queries.

Single membership

Standard tenant subdomain dashboard — unified inbox optional.

Multiple memberships

Workspace switcher plus optional unified queue across all clients.

Unified queue and tenant badges

GET /api/conversations?scope=all returns conversations across memberships with tenant badges and per-tenant unread counts (inboxCountsByTenant). Filter or tab by client as needed.

Parallel live threads

Phase 3 parallel live: agents join all tenant agent rooms on connect, open multiple conversation tabs, and claim/reply on two+ clients without switching workspace. Multiple agent:watch subscriptions — one per open tab.

Global online presence registers across active memberships
Tabbed UI for concurrent conversations
Membership resolver on assign/message/resolve — not socket tenantId alone

Unified tickets and entitlements

GET /api/tickets?scope=all provides unified kanban with tenant filter. Per-tab entitlements gate ticketing and forms UI when a client workspace lacks those features on their plan.

threadEntitlements cache loads on tab select
Hide follow-up ticket or send-form when tenant lacks entitlement
Aggregated ticket badge on product rail across memberships

Unified inbox vs workspace switching only

Workspace switcher only

Deep per-client admin work — one inbox at a time.

Unified inbox

One escalation queue, parallel replies, tenant badges — for call-center style ops.

AI resolves most issues. Agents handle the rest.

When automation can't resolve an issue — damaged goods, billing disputes, or policy exceptions — escalate to a human agent with full thread history and optional ticket creation.

Low-confidence answers trigger handoff automatically
Agents see chat history, citations, and workflow run logs
Escalations become numbered tickets on your kanban board
Customers track progress via magic-link portal

Visitor

My package arrived damaged. I need a replacement.

AI workflow

Connecting you with an agent — your order details and photos are included.

Human agent

Replacement arranged. Ticket created for tracking.

Frequently asked questions

How do agents enable unified inbox?

Opt-in per identity when the agent has multiple workspace memberships. Unified inbox is not forced — workspace switcher remains for per-client focus.

Does this work for single-tenant teams?

Single-workspace agents use the standard tenant dashboard. Unified inbox targets multi-membership BPO and agency workflows.

Can agents access any client's tickets?

Only workspaces where they have membership. Cross-tenant ticket PATCH/GET uses membership guards — not global admin.

What if one client lacks ticketing on their plan?

Per-tab entitlements hide ticket and form actions for that client's threads while still allowing chat on their plan tier.

Is client data isolated?

Yes. Each workspace is tenant-isolated. Unified inbox aggregates views across memberships the agent is authorized for — not a shared data pool.

See how Zynli automates your support

Train AI on your knowledge base, connect your APIs, and resolve order, shipping, billing, and return issues in chat.

Book a demo Unified inbox overview

Product documentation

Resources