Views, search and assignment
The inbox is where customer conversations from the widget arrive. Views are ready-made lists, so everyone can see what is theirs and what is waiting.
Views
| View | What it shows |
|---|---|
| Your inbox | Open conversations assigned to you. |
| Unassigned | Open conversations nobody owns yet. New chats start here. |
| All open | Every open conversation. |
| AI agent | Conversations the AI agent is handling or has handled. |
| Snoozed | Conversations you paused until later. |
| Closed | Finished conversations. |
Below these you also get a view per teammate and a view per tag, so you can see everything one person owns or everything tagged bug.
Search and sort
Type in Search conversations to filter the list. Sort by Newest, Oldest or Waiting longest, which puts the customers who have waited the most at the top.
Assign a conversation
Open a conversation and use the Assignee dropdown in the details panel, or select Assign to me. Choose Unassigned to give it back to the queue.
While a conversation is assigned to a person, the AI agent stays out of it.
Counts
The Inbox item in the navigation shows how many conversations need attention.
Related: reply, notes and tags, snooze and close.