# Platform Inbox & Impersonation

## Overview

The Platform Inbox (Admin → Team inbox) is the cross-workspace operator screen for the platform owner. It gives you one place to triage problems across every customer workspace — SLA breaches, spam, and unassigned conversations — without leaving the admin panel.

By design the platform inbox is mostly read-only. You can watch any conversation and take a small set of platform-level actions (write an admin-only note, flag or suspend a workspace, mark a conversation as spam everywhere), but you cannot reply or assign from here. Replying and other customer-facing actions happen on the workspace side via impersonation — which keeps the record clean, because every customer-visible action is attributed to a workspace member rather than directly to a staffer.

> Two different "team inboxes." This is the platform team inbox for your back-office staff. It is not the same as a workspace's own shared Team Inbox, which agents use to talk to customers. This page covers the admin one only.

## Who Can Open It

Access is controlled by the platform permissions described on the Roles & Permissions page. Each panel checks its own permission, so what a staffer sees depends on their role:

Capability | Super Admin | Platform Support | Auditor
--- | --- | --- | ---
View the conversation queue | Yes | Yes | Yes
Write platform notes | Yes | Yes | No
Flag a conversation as spam | Yes | Yes | No
Flag a workspace | Yes | Yes | No
Suspend / unsuspend a workspace | Yes | No | No
Impersonate a workspace | Yes | Yes | No
View the audit log | Yes | Yes | Yes

## The Workspace Sidebar

A panel on the right lists workspaces ordered by most recent activity, each showing live counts so you can see at a glance where the pressure is:

- Open conversations — how many open threads the workspace currently has.
- SLA breach count — open conversations that have breached their SLA.
- Plan and status — the workspace's plan and whether it is active or suspended.

The header also carries four platform-wide KPI cards: total active workspaces, total SLA-breached conversations across the platform, total open conversations, and whether an impersonation session is currently active. Selecting a workspace from the sidebar filter narrows the conversation queue to that workspace.

## The Platform Conversation Queue

The central queue lists conversations across all workspaces (or a single one, when filtered). Four tabs scope it:

Tab | Shows
--- | ---
SLA breach | Open conversations that have breached their SLA. This is the default tab — your triage starting point.
Unassigned | Open conversations with no assignee.
Spam | Conversations marked as spam.
All | Every open conversation.

Each row shows the workspace name, a preview, status, priority, channel, assignee/team, last-message time, SLA due times, and any active workspace flags. Clicking a row opens a conversation drawer showing the message thread (read-only), workspace notes, the event timeline, and the platform-notes panel.

## Platform Notes (Admin-Only)

Inside the conversation drawer you can attach a platform note — an internal annotation visible only to platform staff, never to the workspace or the end customer. Use it to record context for a support case ("refunded via Stripe, see ticket #441") or a warning for other operators.

- Type the note (up to 8,000 characters) and pick a severity: Info, Warn, or Critical.
- Click Add note. It is stamped with your name and the time, and recorded in the audit log.

> Note: Platform notes are distinct from workspace notes, which are written by the workspace's own agents inside their inbox. The drawer shows both, in separate sections, so you have full context without blurring the line.

## Flagging & Suspending a Workspace

### Flagging

From the drawer or workspace panel you can attach a flag to a whole workspace to mark it for attention. The available flags are: spam, abuse, fraud, billing overdue, terms-of-service violation, and frozen. A flag can carry an optional reason (up to 500 characters) and is recorded in the audit log, as is clearing one.

You can also mark a single conversation as spam from the drawer's Mark spam button; this flags that conversation as spam everywhere and is recorded in the audit log.

### Suspending

Suspending a workspace switches it off (sets it inactive) and automatically adds a frozen flag with your reason, so the screen shows why it is suspended. Unsuspending switches it back on and clears that frozen flag. Both actions are recorded in the audit log.

> Suspension is disruptive. A suspended workspace is frozen for its owner and team. Always provide a clear reason — it is stored on the flag and visible to other operators — and only Super Admins can suspend a workspace by default. Bring it back with Unsuspend rather than re-creating the workspace.

## Impersonation

Impersonation lets a staffer with the impersonate permission temporarily view a customer's workspace as if they were its owner. This is the only way platform staff gain standing inside a customer workspace — useful for reproducing a bug, finishing a support task, or replying on the customer's behalf during a ticket.

### Starting a session

From a conversation drawer, click Impersonate. A pop-up requires a reason:

- The reason is mandatory and must be between 8 and 500 characters.
- On confirm, the session is recorded with your name, the target workspace, your IP, and device/browser, then you are taken into that workspace's team inbox, viewing it as its owner.
- Only one workspace can be in scope at a time — starting a new session automatically closes any previous open session for your account.
- The start is written to the audit log, including the reason.

### Stopping a session

End the session from the impersonation banner. Stopping does not erase the record — the audit trail is preserved. On stop, the system records how long the session lasted and an activity summary: every audited action you took during the window, broken down by action and by area. This lets a reviewing Super Admin see at a glance exactly what was done, without digging through the log themselves.

> Impersonation is fully audited — treat it as a sensitive action. Every session records who impersonated which workspace, the reason you typed, when it started and stopped, how long it lasted, and a summary of what you did. Use it only for legitimate support or debugging, always write a truthful and specific reason, and end the session as soon as you are done. The Auditor role deliberately cannot impersonate. Review impersonation events on the Security & audit log page.

## The Audit Log

The bottom of the platform inbox shows a live Audit log panel (also reachable from the Audit log button in the header). It lists platform-level actions — flags, suspensions, spam marks, platform notes, and impersonation start/stop events — and can be filtered by layer or workspace. Viewing it requires the audit-view permission.

For the full, exportable platform audit log, see the dedicated Security page.