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Inbox & Dispatch
Forest's Inbox routes records from any segment to the right operators. Dispatch rules ensure each case is processed once, in the right order, with escalation when needed.
Inbox brings structure to high-volume operational work. Define how records flow, by priority or randomly, and let operators process them one by one.
Segment-based queues
Records flow into Inbox from any segment of any collection. Segments update automatically based on the rules you set.
Dispatch rules
Newest first, oldest first, random assignment, or weighted by priority. Configurable per inbox.
No double-work
When an operator picks up a record, it's locked to them. No two operators land on the same case.
Continuous processing
When a record is done, the next one is served automatically. Operators move through cases without losing focus.
Escalation between inboxes
Records can be escalated to another inbox (manager, compliance, second-line review) when the situation requires it.
Processing history
Every record's path through Inbox is recorded: who picked it up, who processed it, who escalated, who closed it.
Built for queue-driven work
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One inbox per process
Onboarding review, alert triage, refund queue, dispute handling each get their own inbox, with the right segment and rules.
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Inboxes inside the workspace
Inbox processing launches directly from a team's backoffice. No tool switching, no broken context.
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Processing history on every record
Each record carries its full inbox path: picked up by whom, decided by whom, escalated to whom. Part of the audit.
Frequently asked questions
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What is Inbox in Forest?
Inbox is the queue layer where records are dispatched to operators based on segments and rules. Each operator processes records one by one with no double-work.
How does Inbox decide who gets which record?
Dispatch rules are configured per inbox: newest first, oldest first, random, or weighted by priority. Skill-based and team-based routing are supported.
Can we have multiple inboxes for different processes?
Yes. Each operational process (onboarding review, alert triage, refund queue) can have its own inbox with its own segment and rules.
How does escalation work?
A record can be escalated from one inbox to another, with a reason. The escalation is recorded against the record and the receiving inbox surfaces it according to its rules.
Is the processing history queryable?
Yes. Each record carries its full Inbox history (picked up by, time taken, decisions made, escalations) as part of its audit trail.
