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Unified Inbox vs Inbox vs Dashboard vs Conversations

Kazenly reuses the word Dashboard in two places. This article maps the names you see in the product so you open the right screen on app.kazenly.com — and do not confuse them with the Account Dashboard on kazenly.com.

The Unified Inbox (Whole Workspace)​

The Unified Inbox is the agent product on app.kazenly.com. It includes the sidebar, chat panels, Settings, Broadcasts, and every route under /dashboard, /inbox/*, /conversations, and so on.

Unified Inbox is documentation language. It is not a sidebar label. Inside the app you navigate by section names such as Dashboard, Inbox, and Conversations.

Channel switching uses chips All, WhatsApp, and Instagram on conversation lists — not a “Unified Inbox” menu item.

Account Dashboard (Different Product Surface)​

The Account Dashboard lives on kazenly.com after sign-in (navbar Dashboard → /dashboard on kazenly.com).

It is for billing, Set up Inbox, Open Inbox, and account Settings — not for reading customer chats.

Account DashboardUnified Inbox
Hostkazenly.comapp.kazenly.com
Typical userAccount owner, billing adminAgents, supervisors
SidebarOverview · Billing & Invoices · SettingsDashboard · Inbox · Conversations · …
Opens chats?No — use Open Inbox handoffYes

See What Is Kazenly? and Account Dashboard (chapter 18).

From the live navigation registry, top-level sidebar items include:

Sidebar labelRoutePurpose (short)
Dashboard/dashboardAgent home — chat list with workload filters
Inbox/inbox/assigned (default)Tabbed queues for day-to-day handling
Conversations/conversationsOps table — search, status filters, bulk view
Automations/automations/instagram · /automations/whatsappChannel automations
Broadcasts/broadcastsWhatsApp campaigns (not Inbox)
Contacts/contactsWhatsApp contacts
Questions/questionsQ&A workflow
Analytics/analyticsReports
Settings/settingsChannels, flows, users

Inbox expands to: Assigned, Queued, Unread, Bot, Agent, Lists, Spam.

Bare /inbox redirects to /inbox/assigned.

Your role may hide some items (for example teacher sees Questions only; support has a reduced set).

Dashboard (Inside the Unified Inbox)​

Sidebar Dashboard opens /dashboard on app.kazenly.com. This is not the Account Dashboard on kazenly.com.

Layout​

Split view: conversation list on the left, chat pane on the right (same pattern as Inbox, but filters live in the list header instead of separate URLs).

What it shows​

The list loads open conversations (expired threads are excluded here). Default filter chip: Assigned.

Filter chips on Dashboard:

ChipMeaning
AllAll active (open) conversations
BotHandled by bot
AgentHandled by agents
UnreadAssigned to an agent and needing a reply
AssignedAssigned to me
My UnreadUnread threads assigned to me
OverdueUnread assigned threads whose oldest unread customer message is over 90 minutes old (any agent)

Summary line examples: Total: N conversations, N need attention, or mobile labels like Overdue: N.

Use Dashboard for a personal workload view — especially My Unread and Overdue.

Inbox (Sidebar Section)​

Sidebar Inbox is a section with its own sub-routes. Each sub-item is a different queue or folder.

Sub-itemRouteUse for
Assigned/inbox/assignedConversations assigned to agents (default Inbox tab)
Queued/inbox/queuedConversations waiting when no agent was online — Take It or DeQueue
Unread/inbox/unreadThreads needing agent replies; optional “my unread only” checkbox
Bot/inbox/botBot-handled threads
Agent/inbox/agentAgent-handled threads
Lists/listsConversation folders (organize threads — not Broadcast contact lists)
Spam/inbox/spamSpam-marked contacts only

Inbox lists can group rows with Pending Conversations vs Open Conversations. Here Pending means the last message was from bot or agent (waiting on the customer) — not the same as every filter on the Conversations page.

Use Inbox for queue discipline: pull from Queued, work Assigned / Unread, triage Bot vs Agent, manage Lists, review Spam.

Conversations (Ops Table)​

Sidebar Conversations opens /conversations.

Page header:

  • Title: Conversations
  • Subtitle: Manage and monitor all conversations

This is a table-style operations view with pagination, search, optional advanced filters, and time-window controls. It includes threads in states that Dashboard and Inbox often hide.

Quick status filter chips:

ChipTypical use
AllEverything in the current window
OpenActive threads
ExpiredCustomer-care window closed
PendingStored status pending (see note below)
AgentAgent handover
BotBot handover
QueuedQueue rows

Supervisors may also open Analytics, Bot Analytics, Agent Workload, and Agent Activity from this page (hidden for support and supervisor_teacher roles).

Queued rows support Take It (assign to you) and DeQueue (remove from queue) — same concepts as Inbox → Queued.

Important: “Pending” on Conversations vs Inbox​

On Inbox, the yellow Pending grouping reflects live thread state (customer has not replied after bot/agent message).

On Conversations, the Pending filter chip queries stored conversation status. That chip may not match Inbox Pending in all cases. For day-to-day agent work, trust Inbox Pending grouping; use Conversations for search, Expired, and reporting.

Quick Chooser​

I want to…Go to
See my unread and overdue threadsDashboard → My Unread / Overdue
Work the assigned queue with clear tabsInbox → Assigned / Unread
Pick up chats nobody was online forInbox → Queued (Take It)
Organize threads into foldersInbox → Lists
Find an old or Expired threadConversations → Expired
Search or export-style browse all threadsConversations
Pay invoice or Set up InboxAccount Dashboard on kazenly.com

Lists: Inbox vs Broadcasts​

Do not confuse:

NameLocationPurpose
Inbox → Lists/listsAgent conversation folders
Broadcasts → Contact Lists/broadcastsWhatsApp broadcast audiences

They are separate products in the sidebar.

Default Landing Route​

After inbox login, most roles land on the first sidebar item they are allowed to use — usually Dashboard (/dashboard). Teacher users land on Questions only.

Next Steps​