How the inbox works

Every message from every connected channel arrives in one inbox. The inbox has three columns: views on the left, the conversation list in the middle, and the open conversation on the right.

Views

Views sit in the left column. Each one shows a different slice of your conversations.

View	What it shows
Mine	Conversations assigned to you
Unassigned	Conversations nobody has accepted yet
Team	Open conversations in your departments
All	Every conversation in the workspace. Only teammates allowed to see everyone’s conversations get this view.
AI agent	Conversations your AI agent is answering
Mentions	Notes where a teammate mentioned you

Under Channels you can narrow the list to one channel, such as WhatsApp or Email. If a channel has more than one address, an Addresses section lets you pick one. Click the address again to clear it.

To hide the views column, click Hide views above the list, or press [.

Open, snoozed and done

Above the list, switch between Open, Snoozed and Done.

• Open: conversations that still need work.
• Snoozed: conversations paused until a set time.
• Done: conversations that are resolved or closed.

Unassigned and AI agent always show open work, so only Open is available there.

Filter and sort

1. Click Filter above the list.
2. Choose a Priority, or choose who the conversation is Waiting on: Waiting on us or Waiting on them.
3. Click Apply. To start again, click Clear.

To change the order, open the sort menu and choose Most recent, Waiting longest or Priority.

To search, type in Search conversations above the list, or press /.

What each row tells you

Each row shows the customer, the latest message and small labels:

• Waiting and a time: how long the customer has been waiting for you.
• Urgent or High: the priority.
• AI agent: the AI agent is answering.
• Offered: the conversation is already offered to a teammate.
• The first two tags, and how many more there are.

On a phone

Swipe a row left to Resolve it. Swipe right to Snooze it.