Inbox

Every conversation, every channel, one queue - email, WhatsApp, Instagram, website chat, phone calls and help-center tickets. The agent drafts or sends, and you review, take over when it matters, and close things out.

How it's laid out#

Left: the conversation list, filtered and searchable, with a channel icon and status pills on each row.
Middle: the thread itself, grouped into sessions so a conversation that resumes weeks later doesn't read as one endless scroll.
Right: the lead panel - who this is, their details, actions, automation and ticket state.
Inbound and outbound are separate views, so replies to your campaigns don't bury the people who wrote to you first.

The inbox works on a phone as well as a laptop, and Splice can be installed to the home screen with push notifications for new messages.

Filters#

Filter	Shows
All conversations	Everything in the current direction.
Drafts ready	Replies waiting for your approval - the working queue.
Auto-sent	What the agent sent by itself. Worth skimming daily.
Escalated	Conversations the agent handed over deliberately.
Overdue	Waiting too long - the ones costing you goodwill.
Priority	Sorted by what needs attention first.

Working through drafts#

A draft is a reply the agent wrote but didn't send, either because confidence fell below the threshold or because auto-reply is off for that channel. Each draft shows its confidence percentage and a plain-English reason it was held.

Status	Meaning
Draft	Waiting for you. Approve, edit, or reject.
Approved	You approved it and it was sent.
Auto-sent	The agent sent it itself - confidence cleared the threshold and the channel was on.
Rejected	You threw it away. The agent can draft again on the next message.
Failed	The send attempt errored - usually an auth or quota problem on the sending mailbox.

Editing before sending is the highest-value thing you can do early on: the edit shows you exactly where the agent's instructions or knowledge fall short.

Approve all sends everything at once

The Drafts view has an "Approve all drafts" button. It is genuinely irreversible - read the list first, especially after an overnight batch.

Keyboard shortcuts#

Key	Action
A	Approve and send the pending draft
E	Expand the conversation to edit the draft
R	Reject the draft

They only fire when a draft is pending

The shortcuts are ignored while you're typing, while modifier keys are held, and on conversations with nothing waiting - so you can't approve something by leaning on the keyboard.

Taking over#

When a conversation needs a human, take it over. The agent stops replying immediately and the row is marked so the rest of the team can see it's yours. Hand it back when you're done and the agent resumes.

Ticket status#

Status	Use it for
Open	Live and needing work.
Pending	Waiting on the customer.
On hold	Waiting on someone else - a supplier, another team.
Solved	Answered. Reopens if the customer replies.
Closed	Done and archived.

Splice records who resolved it - the agent or a person - which is what makes the deflection rate in Analytics meaningful rather than a guess. Solved and closed conversations also trigger the CSAT ask, when that's enabled.

Per-conversation automation#

The automation card in the side panel controls this conversation only, without touching agent-wide settings:

Auto-reply - let the agent keep answering, or make everything a draft.
Auto follow-up - keep nudging on silence, or stop for this one thread.
Auto tasks - whether inbound messages here create tasks.

When automation is paused, the card says why: manually paused, paused because the agent itself is off, or paused because the conversation reached a stage where the agent shouldn't act alone.

Composing & scheduling#

Write freely, or ask the agent to draft or rewrite what you've typed - shorter, warmer, firmer.
Attach files. They're stored with the conversation.
Schedule a message for later instead of sending now.
Start a brand-new outbound conversation from the composer without waiting for someone to write in.
Cmd/Ctrl+Enter sends. Escape closes the composer.

The lead panel#

Who they are, their contact details and pipeline stage - editable in place.
Tasks attached to this conversation.
Meetings booked or proposed.
Why the agent replied the way it did, including whether the knowledge base was used.
Call notes and transcripts on phone conversations.

Real-time updates#

The inbox streams changes live - a new inbound message, a draft becoming ready, an auto-send going out all appear without a refresh, and the connection re-establishes itself if it drops.

A daily rhythm that works

Start in Drafts ready and clear the queue, editing rather than rejecting where you can.
Skim Auto-sent to confirm you still trust the threshold.
Check Escalated and Overdue - these are where customers are actually waiting.
Set status as you go so Solved means solved. The analytics depend on it.

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