Inbox basics
Assign conversations, write internal notes, work with views and statuses, merge conversations, and use macros and canned replies.
Messages from every channel arrive in one inbox as conversations. This page covers the basics you need day to day.
Views
The Inbox section of the left menu has three built-in views:
| View | Shows |
|---|---|
| All conversations | Every conversation you are allowed to see |
| Assigned to me | Conversations assigned to you |
| Unassigned | Conversations nobody owns yet |
Inside the inbox you also have Mentions, My teams, SLA 1 hour and SLA breached filters. Save a filtered list with Save this view, and share it with your team with Share with the organization if you like.
Conversation statuses
| Status | Meaning |
|---|---|
| Open | Waiting for your team |
| Pending | Waiting for the customer |
| Snoozed | Hidden until the time you choose (1 hour, 3 hours, tomorrow morning, next week) |
| Resolved | The issue is solved; you can reopen the conversation if needed |
| Closed | The conversation is closed |
SLA clocks pause while you are waiting for the customer (pending, snoozed).
Assignment
- Assign a conversation to a teammate or take it yourself.
- With automatic routing on, new conversations are distributed by your rules and agents' capacity. Manage the rules under Team status → Routing.
- When a teammate has the same conversation open, the conversation shows who is viewing it, so two people don't write a reply at the same time.
Replies and internal notes
- A reply goes to the customer through the channel the conversation came from.
- An internal note is visible only to your team. Mention a teammate in a note to bring them into the conversation.
Canned replies and macros
Inbox → Canned replies has two tools:
- Canned replies: type
/in the reply box and pick a shortcut; variables are filled from the conversation. They can be personal or team-wide. - Macros: open with
Min a conversation; the actions you defined (tag, status, assignment and so on) run in order.
Merging conversations
If the same customer opened two conversations about the same thing, use Merge conversation to move one into the other. The selected conversation's messages, tags, participants and side conversations are moved, and it is closed. This cannot be undone.
Copilot
While you write, Copilot can suggest a reply, summarize the conversation, rewrite, translate, change the tone, shorten or expand your text, suggest the next step and answer questions about the conversation. Details: AI.
Keyboard shortcuts
Press ? in the inbox to see every shortcut. Common ones: next/previous conversation, reply, internal note, resolve/reopen, assign, take, tag, snooze, apply macro and the Copilot menu.
SLA
Define response and resolution targets, business hours and holidays under Organization → SLA and business hours. Conversations close to or past their target appear in the SLA 1 hour and SLA breached filters.