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# Inbox

The inbox is where guest communication lives. Messages from every connected channel — email and chat (webchat, WhatsApp, Messenger and other messaging integrations) — become **support tickets** that are tagged, routed to the right location, and answered by your team or by [Jonna](/jonna) automatically. Everything the inbox UI does is available through the [Inbox API](/api-reference/inbox).

## Tickets

A ticket tracks one guest request from first message to resolution:

* **Status** — `NEW`, `OPEN`, `IN_PROGRESS`, `PENDING`, `WAITING_FOR_CUSTOMER`, `WAITING_FOR_INTERNAL`, `WAITING_FOR_EXTERNAL`, `CLOSED`.
* **Priority** — `LOW`, `NORMAL`, `HIGH`, `URGENT`.

Read tickets with `supportTickets` / `querySupportTicket`, aggregate with `querySupportTicketFacets`, and search with `supportTicketSearch` or `freeTextSearch`. `supportTicketConversation` returns the full back-and-forth for one ticket, and `queryConversationLog` the event history. Update status, assignment, and fields with `newMutateSupportTicket`, and add `mutateInternalNote` / `mutateComments` for notes guests never see.

Tickets don't only come from inbound messages — `createTicketFromReview` and `createTicketFromForm` turn a [review](/reviews) or a [survey](/surveys) submission into a ticket, so a complaint left on Google gets the same follow-up as an email.

## Replying

Email and chat have different reply shapes:

* **Email** — build a draft with `inboxCreateEmailDraft` (or fetch pending ones with `getDrafts`), then `sendEmailDraft`. `replySupportTicket` replies in the context of a ticket.
* **Chat** — `sendChatMessage`, `sendChatMedia`, `sendChatTemplate`, and reactions via `sendChatReaction` / `removeChatReaction`. `replyChatMessage` replies within a ticket.

For live UIs, `replyStreamSubscription` and `streamChatData` push replies and chat events as they happen.

## Super tags

Super tags are the inbox's structured labeling system. A **definition** (`querySuperTagDefinitions`, `mutateSuperTagDefinition`) describes a tag: label, color, owner, a JSON schema for its structured fields, and an `aiConfig` — because tags aren't only applied by hand, they're extracted by AI from the conversation itself. Category labels cover the things guests actually write about: allergies, cancellations, complaints, corporate customers, facilities, and so on.

Tag instances on tickets are read with `querySuperTags` and written with `mutateSuperTag`; `queryTenantSystemSuperTags` lists the system-provided set for your tenant. Tags drive routing, workflows, and the [inbox analytics](#analytics) breakdowns.

## Analytics

`queryAnalyticsBatch` answers the operational questions in one call: ticket volumes over time, response times, workload per team member, channel and location breakdowns, conversion funnels. It takes a batch of query specs, so one request can fill a whole dashboard.

## Views & preferences

Saved inbox views (`inboxViews`, `mutateInboxViews`) persist filtered work queues — "urgent complaints, London venues" — and `getInboxConfig` / `mutateInboxConfig` holds tenant-level inbox configuration. Per-user notification behavior lives in `queryMyNotificationPreferences` / `mutateMyNotificationPreferences`, and ticket-level subscriptions in `mutateTicketSubscription` / `queryTicketSubscribers`.

Full operation reference: [Inbox API](/api-reference/inbox).