Inbox Management

Use the Inbox to manage team conversations, ownership, mentions, priorities, snoozes, and exports from one shared Workspace.

The Inbox menu helps you open conversation views and find conversations by status or owner.

Available Inbox actions

Use the Inbox to:

• Sort conversations for streamlined communication.
• Set Inbox preferences for your workflow.
• Notify colleagues from individual conversations.
• Prioritize conversations that need timely responses.
• Export conversations as CSV or PDF files for archiving and reference.
• Snooze conversations temporarily for later review.
• Assign each conversation to an agent or team.

Inbox menu sections

Use these menu sections to organize and navigate the Inbox:

• New conversation: View messages that have arrived and have not received an agent response.
• Your Inbox: View conversations assigned to you.
• Mentions: View conversations where someone mentioned you. Mentions are internal notes that help agents ask for help or advice.
• All: View all conversations in your Workspace.
• Unassigned: View conversations that do not have an assigned owner.
• Search Bar: Search the Inbox.