Using the inbox

The inbox shows every conversation across your channels. Pick one on the left to open it, with the customer's details on the right.

Find conversations

• Use the tabs and Filter to narrow by channel, status, assignee, and more.
• Search by name, phone number or message text.

Work a conversation

• Assign or transfer it to a teammate or department, with an optional handover note only your team can see.
• Snooze it until later. Snoozing hides it only for you.
• Resolve it when you're done. A new message from the customer reopens it.

Messages

Hover or long-press a message to pin it to the top of the conversation for everyone, star it for yourself, or forward it to another conversation.

Customer details

The panel on the right shows the contact, their open deals and tickets, follow-ups, notes and recent activity. On smaller screens, open it with the info button in the conversation header.