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Inbox & Conversations
Inbox overview
Navigate and manage all your customer conversations from one place.
The Inbox
The Inbox is where all incoming conversations appear, regardless of channel. It is designed to give your team a clear view of what needs attention.
Conversation statuses
| Status | Meaning |
|---|---|
| Open | Active, needs a response |
| Resolved | Marked done by an agent |
| Spam | Filtered out of the main queue |
| Archived | Closed and moved out of the active view |
Filters
Use the filter bar at the top of the inbox to narrow by:
- Assigned to - show only your conversations or a specific agent's
- Priority - Urgent, High, Medium, or Low
- Channel - email, widget, API
- Tags - custom labels applied to conversations
Conversation actions
Click the ⋯ menu on any conversation row to:
- Change priority
- Mark as spam
- Archive
Inside a conversation you can also assign it to an agent, add tags, change status, and star it for quick access.
Starred conversations
Click the star icon (☆) on a conversation to pin it to the top of your inbox. Starred conversations are also shown in the sidebar quick-access section.