Inbox Layout
A guided tour of the four regions of the RateUp Inbox and every control in them.
The Inbox is split into four regions. This page names every one of them, so the rest of the documentation can point at things without describing them again.
| # | Region | Purpose |
|---|---|---|
| 1 | Sidebar | Choose which tickets you are looking at |
| 2 | Conversation list | One row per ticket, with search, filters and sort |
| 3 | Chat window | The selected ticket: history, header controls, composer |
| 4 | Ticket Details | Everything about the ticket and the customer (collapsible) |
1 · Sidebar
The sidebar holds the eight Inbox views, each with a live count so you can see where work is waiting without opening anything.
| View | Shows |
|---|---|
| Open | Every active ticket |
| New | Tickets with no owner yet |
| Closed | Finished tickets |
| All | Every ticket, any status |
| Mine | Tickets assigned to you |
| @Mentions | Tickets where a colleague mentioned you |
| Favourites | Tickets you have starred |
| Spam | Contacts you have flagged as spam — one row each |
Below the views sits the Filter group: Channel, Lifecycle, Labels, Users and Teams. Each narrows whatever view you are in and stays applied as you move between them.
Views in detail → · Sidebar filters →
2 · Conversation List
Each row is a ticket, not a customer. A customer with three tickets appears three times.
What a row tells you
| Element | Meaning |
|---|---|
| Avatar + channel badge | The customer and where they wrote from |
| Star | The ticket is a favourite. Hover any row to star it |
#1042 + title | The ticket's number and subject |
| Message preview | The most recent message on this ticket |
| Status pill | New, Assigned or Closed |
| @ Mention chip | A colleague mentioned you on this ticket |
| Coloured chips | Contact labels and lifecycle stage |
| Green badge | Number of unread messages |
| Avatar on the right | Who the ticket is assigned to (+2 if several) |
| Amber left edge | Nobody owns this ticket yet |
| Person + button | Assign the ticket to yourself in one click |
| Red Spam pill | The contact is flagged as spam — only shown in Spam |
A deleted message reads "This message was deleted" in the preview, in place of its text.
Above the list
- The view name and the toolbar: search, select, export, refresh, New
- A second row with the count for the view and the sort control
3 · Chat Window
The chat window shows the selected ticket — only its messages, never the customer's whole history.
Header row
| Control | What it does |
|---|---|
| Customer name and sub-line | Name, channel, account and phone number |
| ★ Star | Add or remove this ticket from Favourites |
| @ | Clear your mention on this ticket (only shown when you have one) |
| Countdown | Time left in WhatsApp's 24-hour reply window |
| Status pill | New, Assigned or Closed |
| Close / Reopen | End the ticket, or start a successor once it is closed |
| Not spam | Replaces Close / Reopen when the contact is flagged as spam |
| ⋮ | Contact actions on a closed or spam ticket — where the Close menu would otherwise host them |
| Panel icon | Show or hide the Ticket Details panel |
Ticket strip
Directly under the header: the ticket icon, #number, the ticket title, and — once the ticket has
been closed with an outcome — a green result badge on the right.
Previous conversations
If the customer has other tickets, an amber bar appears: "3 previous conversations · last on Mar 12, 2026". Expand it to see each earlier ticket with its number, title, status, assignees and result, and click any of them to jump straight there.
Message thread
- Customer messages on the left, your replies on the right
- Internal notes appear centred, with a padlock and the author's name
- System notes record assignments, closures, reopenings and spam flags
- Delivery ticks show Sent → Delivered → Read
- A message deleted on WhatsApp keeps its place, shown as "This message was deleted"
Composer
Two tabs: Message (goes to the customer) and Private Note (internal only). To their right sit the quick-replies button and the character counter.
The composer is replaced by a banner when you cannot reply — because the ticket is unassigned, closed, the contact is blocked or flagged as spam, or you are outside WhatsApp's 24-hour window.
4 · Ticket Details Panel
Open it with the panel icon at the far right of the chat header.
It contains, top to bottom:
- Ticket #number and a copy link button
- Assignment — the owner and team, with Change
- Lifecycle Stage — the customer's stage
- Labels — add or remove contact labels
- Contact — name, phone, channel, customer since, consent
- Ticket Info — channel, account, created date, close result
- Title & Description — editable with the pencil icon
- Mark contact as spam — or Not spam, if they are already flagged
On Smaller Screens
Below roughly 1024px wide, the list and the chat window take turns instead of sitting side by side. Opening a ticket fills the screen, and a back arrow appears in the header to return to the list.
Narrower still — below roughly 768px — the sidebar is off-screen entirely, so the conversation list carries what you would otherwise lose: a scrollable strip of the eight views with their counts, and the Channel selector. Both are the same controls as the sidebar's, not a reduced version.
Related Pages
- Tickets & Conversations — what a ticket actually is
- Inbox Views — the eight sidebar views
- Ticket Details — the right-hand panel