Inbox Management

Manage team conversations, assignments, mentions, priorities, snoozes, and exports from the Inbox in your shared Workspace.

Use the Inbox menu to open conversation views and find conversations by status or assignee.

Available Inbox actions

Use the Inbox to:

• Sort conversations.
• Set Inbox preferences for your workflow.
• Mention colleagues in individual conversations.
• Prioritize conversations that need a timely response.
• Export conversations as CSV or PDF files for archiving and reference.
• Snooze conversations for later review.
• Assign conversations to an agent or team.

Inbox menu sections

Use these menu sections to find and organize conversations:

• New conversation: View messages that have arrived but have not received a response from an agent.
• Your Inbox: View conversations assigned to you.
• Mentions: View conversations where someone mentioned you. Mentions are internal notes that let agents ask for help or advice.
• All: View every conversation in your Workspace.
• Unassigned: View conversations that are not assigned to an agent or team.
• Search bar: Search conversations in the Inbox.