“Add the agent to the account, add them to the inbox, and assign the conversation.” These are three different relationships: workspace membership, access to a communication inbox, and responsibility for one customer request.
Understanding the difference helps with setup and troubleshooting, especially when an agent can sign in but cannot see the conversation you expected them to handle.
From workspace to message
An account is the workspace holding the business’s settings, agents, connected channels, and data. A user may have access to several accounts, so the selected account matters before any work begins.
A channel is the communication medium, such as website chat, WhatsApp, or email. It determines how messages are exchanged and what is required to connect the external service.
An inbox is where you manage a particular connection inside Domix, including its members and configuration. You might have “WhatsApp — Sales” and “Website — Support.” The channel type describes the medium; the inbox name identifies the connection your team works with.
A conversation contains an exchange with a customer in an inbox. It has messages, a status, assignment information, and other organizational details. Receiving a message or changing its status does not change the account or the channel type.
ادخل صورة هنا: Draw one account containing a WhatsApp inbox and a website inbox, with a sample conversation below each. Label both the channel type and the inbox name.
Where do contacts and teams fit?
A contact represents a person and their recorded details, such as a name, email address, or phone number when available. A contact is different from a conversation: a person can have several conversations over time. Do not assume identical names across two channels automatically merge their records; check the actual identity before relying on the displayed history.
A team groups agents around an area of work, such as Sales or Support. An agent is an individual user who handles conversations within their permissions. Team assignment identifies the working group; agent assignment identifies the individual owner.
| Your question | What to inspect |
|---|---|
| Which business workspace am I using? | Selected account |
| Where did this message arrive? | Inbox and channel type |
| Who is the customer? | Contact record |
| What did they ask, and what is its current state? | Conversation history and status |
| Who should follow up? | Assigned team and agent |
Put the relationships together
The “Example Store” account has a Website inbox named “Website — Support.” Omar sends a question about exchanging a product. His message belongs to a conversation in that inbox. Omar is the contact, After-Sales Support is the responsible team, and Mona is the assigned agent.
Adding Mona to After-Sales Support does not, on its own, complete her access setup for the website inbox. Similarly, adding Omar as a contact does not automatically create an exchange request or send him a message. Each relationship serves a separate purpose.
When diagnosing a problem, identify the level involved: sign-in and account membership, inbox access, conversation filters, or assignment. This gives you a clearer path than changing every setting at once.