Using the Inbox to Manage Conversations

Inbox Overview

The Inbox is where you manage all customer conversations across every channel. It's the main screen you'll use day-to-day.

Conversation Statuses

Every conversation has one of these statuses:

• Open: Active conversations that need attention
• Pending: Waiting for a customer reply
• Snoozed: Temporarily hidden, will reappear at a scheduled time
• Resolved: Issue has been addressed
• Closed: Conversation is finished

Use the status tabs at the top of the inbox to filter by status.

Filtering Conversations

You can narrow down your inbox using multiple filters:

• Status: Open, Pending, Snoozed, Resolved, Closed
• Assignee: My conversations, Unassigned, or a specific agent
• Channel: Widget, Email, WhatsApp, Instagram, Messenger, API

Conversation List

Each conversation in the list shows:

• Customer name and email
• Last message preview
• Status badge
• Channel indicator
• Priority level (if set)
• Assignment indicator
• Timestamp of the last activity

Opening a Conversation

Click any conversation to view the full message thread, customer details, and available actions in the conversation detail view.