Measure and improve

Using the Inbox to act on what needs your judgment

The Inbox in Unless serves as your daily briefing, providing a centralized place where you can review and act on important messages that require your attention and judgment. It aggregates Signals surfaced by the AI agent, content gaps identified in your knowledge base, and nudges related to AI maturity progress. Using the Inbox effectively helps you maintain the quality and relevance of your AI customer agent and ensures smooth operation across your customer moments.

what the Inbox contains

The Inbox collects various types of messages that the system generates automatically:

• Signals surfaced: Alerts about key events such as usage thresholds, churn risk, or upgrade opportunities that the AI agent detects.
• Content gaps: Notifications about missing or thin knowledge areas in your Living Knowledge that may need new or updated content.
• AI maturity nudges: Recommendations on actions to take to advance your AI maturity levels, based on your current configuration and performance.

These messages help you stay informed about what the AI agent is observing and where human intervention or decision-making is needed.

how to act on messages in the Inbox

To manage your daily briefing effectively, open the Inbox and review the list of Messages. Most messages can be resolved quickly with a single click:

• Accept: Approve a suggested change or acknowledge an alert.
• Deny: Reject a suggestion or dismiss a non-critical alert.

Once resolved, messages move out of Today’s briefing, helping you keep the Inbox focused on outstanding items.

If a message requires assigning to a team member, you can click “Assign” and select the appropriate user, who will then receive a notification to take action.

For team feedback suggestions related to your knowledge base, you can open the message, review the proposed change against the original content, and click “Approve” to apply the update. The change will be reflected in your Living Knowledge on the next refresh cycle.

If you accidentally discard a message but later want to restore it, you can access the history view in the Inbox and restore messages within 30 days of discarding.

staying notified and prioritizing

To ensure you don’t miss critical messages, configure Notifications for your preferred channels such as Slack or Microsoft Teams. This way, you receive alerts outside the Unless platform and can respond promptly.

You can also set priorities in your AI maturity dashboard by selecting a specific Moment (such as Support or Acquisition) or a maturity level (such as Automated). The Inbox will then tailor its recommendations and messages to focus on your chosen priority, helping you act on the most relevant items first.

troubleshooting an empty Inbox

If your Inbox is empty, it may mean that no Signals have fired recently and no content gaps have been detected in the last 24 hours. Alternatively, it could indicate that you have not yet configured any Signals, which are necessary for the system to generate actionable messages.

conclusion

The Inbox is a vital tool for closing the loop between your AI agent’s automated insights and your team’s human judgment. By regularly reviewing, resolving, and assigning messages in the Inbox, you ensure your AI customer agent remains accurate, effective, and aligned with your business goals. Setting up notifications and priorities further enhances your ability to respond to critical issues promptly and focus your efforts where they matter most.