Runs and inbox

Runs and inbox have different jobs

• Inbox is the conversation workspace for messages, replies, and supported internal notes.
• Runs is the operational record for agent executions, current status, and completed or failed work.

Work from the inbox

1. 01

   Choose the right thread

   Use the available agent, outreach-state, and thread-type filters to narrow the conversation list.

2. 02

   Review context

   Read the full thread and confirm the customer, channel, and responding agent before acting.

3. 03

   Reply or leave a note

   Send a reply when a response is required. Use internal notes only on supported external-agent threads.

4. 04

   Confirm the outcome

   Verify the new message appears in the thread and that any required follow-up has a clear owner.

Start and review agent runs

1. 01

   Choose Run

   From Agents or Runs, select an active agent from the Run menu.

2. 02

   Choose Full Agent or Preview Run

   Start the complete workflow or use Preview Run when the selected agent exposes preview components.

3. 03

   Start with active and failed work

   Prioritize work still in progress and runs that did not complete successfully.

4. 04

   Open the run

   Review its agent, timestamps, status, and available execution details.

5. 05

   Trace the cause

   Check the relevant instruction, knowledge, integration, or input instead of treating the symptom as the source.

6. 06

   Retest the primary path

   After correcting the source, run a controlled test before returning the workflow to normal use.