Inbox
The Inbox is the control center where the AI and your team come together to manage every conversation with precision. Here you watch in real time how your agents reply, step in when needed, and keep your finger on the pulse of every customer interaction.
The Hybrid Attention Model
Platica is built on a Hybrid Attention model, where AI handles the bulk of repetitive interactions but lets human experts take the wheel in critical moments.
This approach guarantees that no customer goes unanswered while your team focuses on closing sales and resolving complex problems that require a human touch.
Navigate the Inbox
The Inbox is designed so you can quickly find what you need. This guide is organized into the following sections that cover every part of the platform:
Team-Back — Your private team collaboration space. Ask the AI questions about what's happening in your business, coordinate, share documents, and get automatic summaries of recent activity.
Conversation Interface — Master the anatomy of every conversation: how to read the history, use the AI Assistant, manage contacts, and take advantage of the information tools.
Status Management — Understand the workflow from when an assistance request arrives until it's closed. Learn when and how to take control of conversations.
Security and Organization — Explore how to organize conversations by agent, topic, or risk level. Protect your operation from spam and malicious content.
Conversation Search — Use advanced filters to find exactly what you need across thousands of conversations.
Edit Contacts — Enrich your customer profiles with personalized information and custom fields for your industry.
Recommendation: If this is your first time using the Inbox, we suggest following the sections in order. If you already have experience, use the side menu to jump straight to the section you need.