User Guide · Quick Start

Best Practices

Habits that keep an AI agent accurate, safe and pleasant to talk to, and keep your team fast as conversations grow.

These are the habits we see in the workspaces that get the most out of Inboxi. None of them takes long; together they keep answers accurate, customers happy and your inbox under control.

Knowledge

  • Prefer a few authoritative sources over many overlapping ones. Two documents that disagree on a price produce wrong answers.
  • Keep prices, shipping and return policies in one place, and update it the day they change.
  • Turn the questions your team answers every day into FAQ pairs in the agent's Knowledge Base tab.
  • Link your Inboxi store to the agent so product, price and order answers come from live data instead of text.

Tone and boundaries

Write the agent's behavior the way you would brief a new hire: who your customers are, the dialect to speak, what it must never promise (refunds, delivery dates you can't guarantee), and when to hand over to a person. Test every rule in the preview phone before publishing.

Actions

Enable actions one at a time and read the first conversations that use them. Actions that move money or change an order deserve the most attention. See Actions.

Handover and the inbox

  • Use the Unanswered filter as your team's to-do list: it shows open conversations where the customer spoke last.
  • Assign before you reply. Assigned conversations show the agent's avatar, and the assignee gets a notification.
  • Write internal notes and @mention teammates instead of chatting about customers elsewhere.
  • Resolve conversations when they are done, so Unanswered and Idle stay meaningful.
  • Save the answers you type every day as saved replies, with images or voice notes when that helps.

Organize from day one

Agree on a small set of tags and lifecycle stages early, and add custom properties for the facts your business runs on (plan, city, pet type). Consistent data makes segments, campaigns and reports useful later.

Weekly review loop

  1. 1
    Check the numbers
    Open Monitoring and the Dashboard: backlog, first response time and unassigned conversations.
  2. 2
    Read the hard conversations
    Filter on conversations that were handed over or left unanswered and read what went wrong.
  3. 3
    Fix the cause
    Turn each one into a knowledge fix, a behavior rule, a saved reply or an automation.
  4. 4
    Watch your credits
    Look at AI Credits usage by feature so the agent never stops mid-week.

Security hygiene

  • Give teammates the Member role unless they truly need Admin; create custom roles for narrower jobs.
  • Review Active sessions from time to time and end anything you don't recognize.
  • Never share the Link a device QR code on a screen share.