MokoConsulting/MokoSuiteSupport
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Agent workspace — unified inbox, conversation management, performance metrics #7

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opened 2026-06-21 16:14:38 +00:00 by jmiller · 0 comments
jmiller commented 2026-06-21 16:14:38 +00:00
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Summary

The agent-facing admin view for managing all conversations across all channels.

Features

  • Unified inbox: all channels (website, Facebook, Instagram, WhatsApp, email) in one list
  • Conversation filters: channel, status, department, assigned agent
  • Real-time conversation updates (new messages appear without refresh)
  • Agent assignment and transfer between agents
  • Internal notes on conversations (not visible to visitor)
  • Conversation tags for categorization
  • Customer sidebar: CRM contact info, order history, previous conversations
  • CSAT rating collection at end of conversation
  • Agent performance dashboard: response time, resolution time, CSAT score, conversations handled
  • Queue management: auto-assign to least-busy available agent

Keyboard Shortcuts

  • Enter: send message
  • Ctrl+Shift+N: internal note
  • Ctrl+Shift+T: create ticket from conversation
  • Ctrl+/: open canned responses
## Summary The agent-facing admin view for managing all conversations across all channels. ## Features - Unified inbox: all channels (website, Facebook, Instagram, WhatsApp, email) in one list - Conversation filters: channel, status, department, assigned agent - Real-time conversation updates (new messages appear without refresh) - Agent assignment and transfer between agents - Internal notes on conversations (not visible to visitor) - Conversation tags for categorization - Customer sidebar: CRM contact info, order history, previous conversations - CSAT rating collection at end of conversation - Agent performance dashboard: response time, resolution time, CSAT score, conversations handled - Queue management: auto-assign to least-busy available agent ## Keyboard Shortcuts - Enter: send message - Ctrl+Shift+N: internal note - Ctrl+Shift+T: create ticket from conversation - Ctrl+/: open canned responses
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Reference: MokoConsulting/MokoSuiteSupport#7
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