Work in the inbox
The inbox is the team’s operational view of customer conversations. Use it to see what needs attention, assign ownership, and preserve context when a person takes over from an agent.Resolve a conversation
- Filter for new, assigned, or waiting conversations.
- Read the latest messages and customer context before replying.
- Reply directly or take ownership when the conversation needs a person.
- Use a quick reply for a repeatable answer, then personalize it.
- Update the status when the next action is clear.
A conversation should always have a visible next step: reply, wait for the customer, hand off, or close.