Shared inbox

Overview

A conversation is one thread with one person, whatever channel they wrote from, marked with that channel. Replies go back out the same way. The inbox is three columns: the list on the left, the thread and composer in the middle, and the details rail on the right with who the customer is and what is attached to the conversation. Everything updates live: a new message, an assignment or a teammate typing shows up without a refresh, and the same is true in the desktop app.

Presence is shown on people: teammates who are online, away or offline, and on a thread the avatars of everyone looking at it, so two people do not answer the same customer at once.

Views

Views are saved filters in the inbox sidebar, each with a live count, so the sidebar reads as a to-do list.

The composer

Three tabs. Reply goes to the customer. Note is private to your team and sits in the thread in its own colour. Ticket raises a ticket from the conversation with a subject and a kind; see Tickets. Enter sends, Shift and Enter adds a line; the modifier key with Alt and R, N or T switches tab.

• Formatting: bold, italic, underline, strikethrough, bullet and numbered lists, emoji, GIFs and file attachments. A reply can quote a specific earlier message (Replying to), which the customer sees as a quoted line.
• Saved replies: type / and a shortcut, or / alone to search, and the reply is inserted for editing. Managed under Settings, then Saved replies.
• Dictation: the microphone writes what you say into the field as you speak; pause and resume without losing the text.
• AI tools: AI reply drafts an answer from the conversation and your knowledge, with its sources shown; Rephrase, Fix grammar, Make friendlier and Make more formal rewrite what you typed; Expand turns a few words into a full reply. Nothing is sent until you press send.
• Request feedback sends the rating card now, without waiting for the conversation to close.

Assign, mention, hand over

Assign to a teammate or a team from the rail or the picker above the thread; Assign to me is one click. The assignee gets a notification and the thread moves to their inbox, keeping every earlier message and note, and the thread records who handled what. Type @ in a note or reply to mention someone: they are notified and the conversation appears in their Mentions view, which is the fastest way to ask for help without reassigning. Automations can assign for you, by channel, keyword or team.

Resolve, snooze, spam

• Resolve (the modifier key with Enter) closes the conversation, offers the customer a rating, and moves it to Resolved. If they write again it reopens on its own, in the assignee’s inbox, with its history. First response, resolution time and CSAT in analytics are measured from these events.
• Snooze parks a conversation for an hour, three hours, until tomorrow, three days, a week, or a date and time you pick; it returns to the open views when the time comes or when the customer replies.
• Priority is low, normal, high or urgent; high and urgent pin the thread to the Priority view and flag it in every list.
• Spam moves a conversation out of every working view; Block on the contact stops that visitor reaching the inbox at all. Mark read and unread, copy link, set subject and download transcript are in the thread menu; delete is owner-only when the workspace policy says so.

The details rail

Sections you can reorder: the contact (name and email, editable in place), assignee, presence, the visitor’s device and location, tags, tickets on this conversation, custom visitor data, private notes on the contact, all of their conversations, shared files, and the CX score with the reasons the rating classifier found (resolution speed, user effort, answer quality, and so on). Also notified lists the Slack, Discord or Teams threads mirroring this conversation.

Search and filters

The modifier key with F opens search across conversations, matched on message text and the contact. Filter by state (open, closed, snoozed), assignee, tag, priority and creation date (last 24 hours, 7 days, 30 days), and sort. J and K move through the list, R focuses the composer; the whole list is under Settings, then Keyboard shortcuts. A chart in Analytics opens the inbox already filtered to the conversations it counted.

When the AI is in the thread

On website chat with an active agent, the agent answers first and the thread shows a banner that it is handling the conversation. Take control moves the conversation to you and the agent stops replying; Pause AI does the same without assigning. When the agent hands over on its own, because its confidence was low, the visitor asked for a person or a handoff keyword came up, the conversation lands in Unassigned with the reason in the thread. Suggested replies under the composer come from the same knowledge. See AI agents.