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.

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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.

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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.

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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.

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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."

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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

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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.

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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.

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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.

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>

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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.

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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.

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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.

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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

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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)

All skills require EnableFocusInbox on the subscription.

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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

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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

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Subscription Gate

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