Inbox

The Inbox gives you a thread-based view of all agent conversations in one place. While the Chat page is where you have conversations, the Inbox is where you monitor, triage, and respond to them.

What the inbox is

The Inbox shows conversation threads involving your agents — messages from team members, messages from external users via channels, and email or support tickets synced from connected mailboxes. It is your central hub for keeping track of what is happening across your organisation’s conversations.

Think of it like a shared email inbox, but for every channel at once. Each thread shows the full back-and-forth so you can review what was said, how the agent responded, assign it to someone, and reply if a person needs to step in.

Navigating the inbox

The inbox layout has three main areas:

The left sidebar lists your folders — inbox, sent, archive, trash, and spam — along with any custom folders. Select a folder to see the threads it contains.

Thread list

The middle column lists the threads in the current folder, most recently active at the top. Each entry shows the subject or participant, a preview of the latest message, the time of the last activity, and indicators for unread, starred, snoozed, priority, assignment, and tags.

Thread detail

When you select a thread, the full conversation opens on the right. You can read the history, see who is assigned, change the status, add tags, and reply.

Statuses

Each thread carries a status you set from the thread detail header:

Open — active and needs attention.
Waiting — waiting on someone else, for example a reply from the customer.
Resolved — handled, but kept visible.
Closed — done.

Assignment

You can assign a thread to a team member from the thread detail header. Assigning makes it clear who owns the conversation, and you can filter the inbox to just your assigned threads.

Filtering

The inbox provides several ways to narrow what you see:

By agent — Show only threads involving a specific agent. Each agent also has its own inbox view from its detail page.
By channel — Filter to a single channel, such as a connected mailbox.
By status — Show only Open, Waiting, Resolved, or Closed threads.
By date — Limit to today, the last 7 days, the last 30 days, or all time.
Quick filters — Chips for Starred, Assigned, and Snoozed.
Search — Type a query to search across threads, for example to find conversations with a particular person.
Sort — Order the list newest or oldest first.

For synced email, the thread list also groups messages into category tabs — Primary, Promotions, Social, Updates, and Forums.

Working with threads

Beyond reading, you can act on threads directly:

Reply in line — Compose a reply from the thread detail. On email and messaging channels you can respond as the agent’s identity, or as an internal note.
Star and snooze — Star a thread to keep it handy, or snooze it to hide it until a chosen time, when it returns to the top of the inbox.
Priority and tags — Set a priority and add colour-coded tags to organise and route threads.
Batch actions — Select multiple threads to move them, change their status, or star them in one go.
Suggested replies — For many threads, the agent drafts a reply you can review, regenerate, edit, or send.

The thread list and open threads update in real time, so new messages and status changes appear without needing to refresh.

Next steps

Chat — Start or continue a conversation with any agent.
Channels — Connect agents to external messaging platforms to bring those conversations into your inbox.
Agent Settings — Adjust agent behaviour if you notice issues in inbox conversations.
Creating Agents — Set up new agents to handle areas that need coverage.