Answer cases in the team inbox
Your team answers private cases in Inbox. Each case keeps the messages and shared details together.
Team inbox In testing
Inbox views and tools In testing
Choose a view
| View | What belongs here |
|---|---|
| Needs you | A case needs a person from your team. |
| AI is handling | An active AI agent can answer the user. |
| Waiting on user | Your team or AI replied and waits for the user. |
| Resolved | Your team resolved the case or the user confirmed it was solved. |
Needs you shows why a person must act:
- The user asked for a person or said Not solved.
- The AI handed off the case.
- The case uses AI drafts only or AI off.
- No AI agent is active or its answer did not arrive within the allowed wait.
More views include assigned, unassigned, open, spam, abandoned and archived cases. Search shows cases you can read with current access.
Priorities
Priorities In testing
Templ can turn on Priorities for one workspace while its hosted checks are pending. When on, the inbox opens on Priorities. It shows open cases that need your team, with the highest score first. Open a case to answer the user.
Read the reasons
Each case shows short tags that explain its place in the feed.
| Tag or detail | What it means |
|---|---|
| Verified | The user proved this wallet for this workspace. |
| Position about $1.2M | The verified wallet holds positions in your selected protocol contracts. |
| About $1.2M at 14:02 UTC | The value uses cached public prices from that time. |
| Transaction amount 1,250 USDC | The app reported funds in the failed transaction. The transaction check confirms them when available. |
| Waiting 12 min | The case has waited for a team reply. |
| Reopened | The user reopened the case. |
| Repeat contact | The user has another case in this workspace. |
| Transaction failed | The AI handed off a case about a transaction. |
| Safety check | The AI handed off a case about safety. |
| Asked for a person | The user asked your team to answer. |
Top holder and Large holder mark positions above the manager's set values. A longer wait raises priority against your team's reply target. Other handoffs show their reason.
Check wallet proof
Claimed, not verified means the app supplied the wallet address without proof. That wallet never raises the score. Choose Ask to verify wallet to send the case's wallet sign-in request. The user decides whether to sign in.
Set priorities
Only the manager can save Priority settings.
- Top holder USD starts at $100,000.
- Large holder USD starts at $10,000.
- Reply target minutes starts at 15 minutes.
- Protocol contracts selects contracts from your app profile.
EVM reads use token balances and vault share conversions where supported. Solana reads use SPL token balances for selected mints. Known stablecoins use $1 per token. Other assets use cached public prices. Missing reads or prices do not raise priority.
Templ reads positions when the user verifies their wallet. Opening a case refreshes positions only after 6 hours. The feed uses cached values and never polls the network. Each read uses the transaction check's 2 providers and RPC limits.
Keep case data private
Only staff with current case access see position values, holder tags and scores. Removing staff access ends those reads. Users and widget sessions never receive these fields. User exports exclude them. The feed ranks cases inside your workspace.
Read the case
The case panel shows the wallet label, failure snapshot, transaction check and history. Transaction checks separate chain facts from app reports and unknowns. A transaction hash proves no wallet ownership.
Reply or add a note
Write in Reply to answer the user. Write in Internal note for your team. Users never receive notes. User exports exclude internal notes. Use saved replies for answers your team approved. A specialist adds notes and handles follow-ups under their current case access.
| Shortcut | Action |
|---|---|
| Enter | Send the reply. |
| Shift+Enter | Add a line. |
Check the composer before sending. A restored draft never sends itself. Never ask for a private key or recovery phrase.
Take over and resolve
Choose Take over from AI to switch the case to AI drafts only. A person's reply, claim, assignment or typing makes the same switch. Assignment shows who handles the case; it grants no support access. Choose Resolve when the team finishes helping. Users can choose Mark as solved or answer Did this solve it? Resolved cases explains when that becomes a charge.
Set the name users see
Set Your name for users in Settings. Users see that name with a small Team tag. With no name set, they see Team. Display names confer no permission. AI agents never trigger the person-joined line. Users see “A person from the team joined” when a person first replies, claims or receives the case.
Respect a stop
Stop team messages stops replies, initiation and reopening, including managers and AI agents. The user can still read retained messages. Only the user can ask again and lift the stop.
Read AI modes and new-case alerts to plan the next reply.
In testing means the feature is built and not yet open to every workspace.