Guides

Inbox Management

You use the Inbox as a shared Workspace for conversations across your team. You manage customer inquiries, assignments, mentions, priorities, snoozed conversations, and exports from one place. You use the Inbox menu to open conversation views and find conversations by status or ownership.

Available Inbox actions:

  • Conversation sorting for streamlined communication.
  • Inbox preferences for your workflow.
  • Colleague notifications from individual conversations.
  • Conversation prioritization for timely responses.
  • CSV or PDF conversation exports for archiving and reference.
  • Temporary conversation snoozing for later review.
  • Agent or team assignment for each conversation.

You use these menu sections to organize and navigate the Inbox:

Inbox menu showing conversation sections such as New conversation, Your Inbox, Mentions, All, and Unassigned.

New conversation: You see messages that arrived and have not received an agent response.

Your Inbox: You see conversations assigned to you.

Mentions: You see conversations where someone mentioned you. Mentions are internal notes that help agents ask for help or advice.

All: You see all conversations in your Workspace.

Unassigned: You see conversations that do not have an assigned owner.

Search Bar: You search the Inbox with the Search Bar.