The Inbox: customer conversations and notifications

Inbox collects customer email conversations and, depending on your settings, booking and quote notifications.

Layout

• Channels: Email
• Status: Pending, Assigned or Resolved
• My Assignments: conversations assigned to you
• Filters: region, status and assignee
• Quick filters: All, Unread, High Priority and Today, plus message search

Working a conversation

Click a message to open it. You’ll see the sender, channel, age, priority and Conversation Details (message counts, inbound and outbound, last activity), plus the full thread.

• Reply
• Assign: search for a team member, choose their role on the conversation and add optional notes
• Tag: label the conversation
• Link Customer: connect the conversation to a customer record

Click New Message (or New) to write an email with To, Cc, Bcc, Subject, formatted text and attachments. Refresh checks for new mail.

See Email sender, domains and notifications to control what lands here.