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The Inbox is the live operations screen for handling conversations across all connected channels. This is where teams move from visibility to action — selecting conversations, understanding context, and replying in real time.
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Overview

The Inbox is designed to help operators:
  • View incoming messages in one place
  • Manage multiple conversations efficiently
  • Assign ownership to team members
  • Respond quickly with full context
The Inbox workflow is structured into four main areas:
  1. Conversation list
  2. Filters and search
  3. Active conversation view
  4. Reply composer
Each part works together to reduce switching and speed up response time.

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Best Practices

  • Always filter before working on busy queues
  • Read recent messages before replying
  • Keep conversation ownership clear
  • Use templates carefully (avoid blind replies)
  • Use labels for better organization

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Why Inbox Matters

Without Inbox:
  • Conversations are scattered
  • No clear ownership
  • Hard to track responses
With Inbox:
  • Centralized communication
  • Faster response times
  • Better team coordination
Last modified on April 24, 2026