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Velaro Focus Inbox

Last updated August 22, 2026 · 7703 views · 7 min read

Velaro Focus Inbox

Velaro Focus Inbox

Velaro Focus is a keyboard-first, AI-triaged inbox available on Professional plans and above. It works across every Velaro channel — email, SMS, chat, social, IVR — and gives teams the speed of Superhuman with full customer context, deal-aware clustering, and AI-powered briefings that nobody else has.

Enable it per site via the subscription flag EnableFocusInbox.

Enabling Focus Inbox

Go to Admin → Focus Inbox and click Enable Focus Inbox to turn on the feature for your site. A setup checklist guides you through six steps: enabling the subscription flag, verifying your inbox connection, enabling the Morning Briefing, setting follow-up defaults, configuring inbox tabs, and confirming mobile swipe gestures.

Keyboard Shortcuts

Press ? anywhere in the inbox to see all shortcuts. The main ones:

Key Action
j / ↓ Next conversation
k / ↑ Previous conversation
r Reply
e Resolve
s Snooze
a Assign
⌘K / Ctrl+K Command palette
? Show shortcut cheat sheet
Esc Close panel / back to list

Shortcuts are disabled when typing inside a text field.

Command Palette (⌘K)

Press ⌘K to open the command palette. You can search conversations, contacts, and knowledge base articles, and run actions like resolve, snooze, assign, transfer, tag, or create a ticket. Navigate with arrow keys and press Enter to run.

Snoozing Conversations

Click the snooze icon on any conversation or press s. Pick from quick options (1 hour, 4 hours, tomorrow, next week) or set a custom date and time. Snoozed conversations disappear from the inbox and return automatically at the scheduled time with a banner notification.

To see all snoozed conversations: use the CLI command velaro focus snoozed or ask Moshky "show me my snoozed conversations."

Follow-Up Reminders

Click the bell icon on any conversation to set a follow-up reminder. Quick options: 1 hour, 4 hours, tomorrow, end of week. A Hangfire job fires every 15 minutes and sends a real-time notification when a follow-up is due.

To see follow-ups due today: velaro focus follow-ups

AI Triage Labels

Every conversation is auto-labeled with one of:

  • Urgent — negative sentiment, time-sensitive language
  • Offer — detected deal/offer/pricing language
  • Needs Reply — customer's message is the last, unanswered
  • Waiting — agent replied, waiting on customer
  • FYI — informational, no action needed

Labels update client-side when the inbox loads. Use the filter bar to show only conversations with a specific label.

Morning Briefing

Every morning at 7 AM PT, an AI job analyzes overnight conversations and generates a briefing card at the top of your inbox showing:

  • How many conversations need your action today
  • How many require a decision
  • Total conversations analyzed
  • How many can be safely ignored

The briefing card is dismissible and stores the dismiss state per day in the browser. You can also trigger an on-demand briefing via the "Regenerate" button or by asking Moshky "what came in overnight."

The Morning Briefing is unique to Velaro — no other inbox product has this.

Conversation Clusters

Focus automatically groups related conversations into clusters — for example, all emails related to a single festival booking, a real estate deal, or a sales opportunity.

How it works: Select multiple conversations and click "Cluster" in the command palette, or use the Moshky skill focus_cluster_conversations. The AI groups them by topic and assigns a suggested stage.

Cluster KanBan stages:

  • New → Submitted → Offer Received → Negotiating → Confirmed / Declined

Move a cluster between stages by dragging the card on the KanBan board — with a mouse or, for keyboard users, via each card's "Move to stage" selector (Tab to it, pick the target stage, Enter). Each column header shows a running total of clusters and combined estimated value for that stage.

Push to CRM: Click "→ CRM" on any cluster card to convert it to a CRM deal. The cluster's conversations are linked to the deal and the stage is mapped to the CRM pipeline.

To list active clusters: velaro focus clusters

To update a cluster stage: velaro focus cluster-stage <id> <stage>

Smart Reply Suggestions

When Focus detects a routine conversation — meeting request, acknowledgment, unsubscribe — it shows a one-click reply suggestion in an amber bar above the message composer. Click "Use this reply" to pre-fill the composer, then edit or send.

The suggestion is generated by Claude Haiku and uses the same message composer your agents always use. Nothing is sent automatically.

Sender Intelligence Screening

First-time senders appear in a collapsible tray at the top of the inbox. You can:

  • Approve — move the conversation to the normal active queue
  • Block — log the block request (full blocklist enforcement is a future feature)

Contacts who have multiple conversations are automatically promoted out of the screening tray.

Split Inbox Tabs

Configure personal inbox tabs with custom filter rules. Go to the gear icon → "Configure Tabs" to add tabs filtered by channel, assignment, or triage label. Tabs are per-agent and persist across sessions.

Mobile Swipe Gestures

On mobile devices, swipe gestures replace keyboard shortcuts:

  • Swipe right → Resolve
  • Swipe left → Snooze
  • Swipe down → Follow-up
  • Tap and hold → Command palette

Workflow / Bot Skills

Moshky and workflow bots can use Focus capabilities directly:

Skill What it does
focus_snooze_conversation Snooze a conversation to a specific time
focus_get_morning_briefing Fetch today's AI briefing summary
focus_cluster_conversations Group conversations into topic clusters
focus_list_snoozed List currently snoozed conversations (MCP)
focus_list_follow_ups List follow-ups due today (MCP)
focus_get_clusters Get all active clusters (MCP)
focus_save_cluster Save a new cluster (MCP)
focus_update_cluster_stage Move a cluster to a new pipeline stage (MCP)
focus_get_autoreply_report Get the AI auto-reply funnel report for a date range and channel (MCP)

All skills require EnableFocusInbox on the subscription.

AI Auto-Reply Report

When Volume Reduction Mode is on, Focus tracks every AI auto-reply attempt so you can see exactly how the AI is doing, not just take it on faith.

Go to Admin -> Focus Inbox and scroll to the "AI Auto-Reply Report" card under Volume Reduction Mode. Pick a date range and channel (all channels, email only, or general tickets), then review:

  • Auto-resolved - how many emails and tickets the AI answered on its own, broken out by channel.
  • Escalated to a human - how many were sent to your team instead, either because the AI's confidence was below your threshold or because it explicitly told the customer their case needed a person.
  • Negative follow-ups - how many customers replied with a negative-sounding message after an AI auto-reply, a signal worth spot-checking even when the original reply looked fine.
  • Confidence score distribution - a bar chart showing how confident the AI was across every attempt, in 10-point buckets from 0 to 100.
  • Usage this period - how many auto-replies you've used against your plan's monthly cap, with a warning once you're above 90% so a busy month never surprises you with a sudden cutoff.

The report links directly to the AI confidence threshold control in Settings -> Ticket AI. Raising the threshold means the AI only auto-replies when it's more certain, which lowers usage and shifts more conversations to your team; lowering it auto-resolves more but raises the risk of a lower-quality reply going out unreviewed.

To pull the report from the command line: velaro focus report. Add --from, --to, and --channel to filter. Moshky and workflow bots can fetch the same data via the focus_get_autoreply_report skill.

Analytics Dashboard

Go to Admin → Focus Inbox → Analytics to see a live snapshot:

  • Conversations resolved today
  • Currently snoozed conversations
  • Follow-ups due in the next 24 hours
  • Active clusters (not yet confirmed or declined)
  • Morning briefing: action-required and decision-required counts

CLI Commands

velaro focus snoozed          # List currently snoozed conversations
velaro focus follow-ups       # List follow-ups due today
velaro focus clusters         # List active clusters
velaro focus cluster-stage <id> <stage>   # Update a cluster stage
velaro focus report                       # AI auto-reply funnel report (add --from/--to/--channel)

Subscription Gate

Feature is gated by EnableFocusInbox. Available on Professional and above. Free 14-day trial available — contact your Velaro account manager.

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