Admin Inbox · Mission Control — Cross-Tenant Support Redesigned

Before today, the Botline admin inbox was functional but flat. Every conversation looked the same — regardless of whether it was a Sales-MY thread, a platform-support escalation, or a direct reply to a tenant's founder. Operators had to scroll, remember context, and keep notes elsewhere. The inbox was a list of messages, not a workspace.

At 20 conversations that's manageable. At 200 — across dozens of active tenants in two timezones — it becomes a liability. Critical support threads get buried, pricing questions require tab-hopping to look up current rates, and the only way to know which admin "owns" a conversation is by memory.

The new Admin Inbox Mission Control addresses all of this in one place, without changing any existing workflows for tenant users.

The admin inbox is now a full-bleed dark-slate cockpit, modelled on the kind of low-distraction UI operators use when they're working through a queue rather than browsing.

The layout is a 3-pane splitview:

• Left rail — conversation list. Scope-tinted lanes colour-code conversations by their admin scope: Sales-MY gets a teal accent, Sales-PK gets indigo, platform-support gets amber, general gets slate. At a glance you know which bucket a conversation belongs to before you open it. Filter chips let you drill down to a single scope instantly.
• Centre — conversation + composer. The active conversation with full message history, inline quick-reply bar, and pinned admin notes panel at the top. Everything you need to respond is in this pane — no tab switching.
• Right rail — AI co-pilot. Five stacked cards: Tenant Snapshot, AI Co-Pilot (Sonnet 4.6 suggested reply + one-click refine), Similar Past Resolutions (pgvector cosine search over resolved platform-support tickets), Quick Replies, and Quick Actions.

The entire layout collapses gracefully to a single-column focus mode — useful when you're on a laptop or want to minimise distractions.

Every admin conversation now has a pinned notes panel that persists at the top of the centre pane. Notes are scoped to the conversation and visible only to admin users — tenants never see them.

Use them for context that would otherwise live in a Slack thread or a sticky note on a monitor: "Tenant on trial, founder is sensitive about billing", "Reconnect issue stems from Evolution instance restart on Apr 29", "Do not suggest downgrade — retention risk." Notes survive handoffs between operators, and the AI co-pilot reads them when drafting a suggested reply.

The Quick Replies card in the right rail surfaces two pre-loaded reply libraries for the most common admin support flows:

• Menu quick-replies. One-click inserts for standard navigation prompts — useful when a customer has lost their place in a WhatsApp menu and needs a redirect.
• Multi-currency pricing replies. Pricing snippets in PKR, MYR, and USD. When a Sales-PK operator is talking to a potential tenant who asks "how much is Pro?", one click inserts the correct localised pricing — no copy-pasting from a pricing doc, no currency conversion errors.

Both libraries are editable from the admin WhatsApp settings page — scope and label are configurable, and any reply can be designated as the "Platform Support" default for automatic insertion in escalated threads.

Two keyboard shortcuts make the cockpit usable at speed:

• ⌘K (Ctrl+K on Windows) — Cross-tenant spotlight search. Opens a modal that searches across all admin conversations, all tenants, and all admin notes simultaneously. Results surface as you type — no full page reload, no leaving your current conversation. Useful when a tenant messages "we spoke last week about X" and you need to find that thread without scrolling through 300 conversations.
• F — Focus mode. Toggles the centre pane to full-width, collapsing both rails. Preference is saved to localStorage so it persists across sessions. Operators who prefer a clean reading environment can work in focus mode permanently; operators who live in the co-pilot rail can leave it open. Both workflows are first-class.

The Quick Actions card gives operators 8 one-click actions without leaving the conversation:

• Resolve — marks the conversation resolved, fires the resolution email, and closes the thread.
• Escalate — pins a summary, sets escalated_to_eng, and fires dual emails to superadmins and the tenant owner.
• AI Cost — jumps to the AI cost breakdown for the active tenant.
• Webhook Log — opens the webhook event log for the tenant's WhatsApp instance.
• Reset Cap — resets the tenant's daily AI message cap mid-cycle (useful when a tenant hits the cap during a launch or campaign).
• Email — opens a pre-addressed email to the tenant owner.
• Pause AI — pauses the tenant's AI responder so the operator can reply manually without interference.
• Files — opens the knowledge-library file browser for the active conversation's tenant.

All actions are operator-only and scoped to the active conversation's tenant — no cross-tenant side-effects possible from a single click.