Skip to main content
The inbox is the shared workspace where your team handles customer conversations. Every channel feeds into the same list, and each conversation opens as a thread you can reply to, assign, and annotate.

​
Conversations

Each conversation is one thread with a customer. The list shows the contact, a channel icon, the last message, and unread counts. Open a conversation to see the full message history and reply. Conversations are either open or closed. Closing one removes it from the active list; if the customer messages again, it reopens automatically.

​
Assignment

Assign a conversation to an agent so it’s clear who owns it. You can assign to:
  • A specific teammate
  • An agent group, to route it to a team
  • The workspace AI agent, which replies automatically (see AI replies)
Assignments update for everyone in real time.

​
Replying

Reply from the composer at the bottom of the thread. Depending on the channel you can:
  • Send text
  • Attach images, video, audio, and files
  • Insert a saved quick reply by keyword
  • Reply to a specific earlier message (quoted reply)
  • React to a message with an emoji
Replies are delivered on the conversation’s channel and appear in the thread immediately.

​
Internal notes

Leave internal notes on a conversation to share context with your team. Notes are visible only to your workspace — never to the customer — and show inline in the thread. See Contacts for notes that stay attached to a person across conversations.

​
Real-time updates

New messages, assignments, and status changes appear instantly for everyone viewing the workspace, on web and in the iOS app, with push notifications for new messages.