Inbox

How the Ochre composer keeps your work safe and gets you to the next conversation faster.

Select ranges, toggle individuals, and close, assign, tag, or snooze in batches without leaving the keyboard.

The command palette is how you move through Ochre — search anything, run any action, find any setting.

Every shortcut you need to live in the inbox without your mouse — navigation, replies, assignment, and global jumps.

Full-text search over messages, customers, and KB articles — with typo tolerance and entity scoping.

Tags are free-form labels. Apply them by hand, by routing rule, or by AI auto-labeling. Use them to filter the inbox and steer the AI.

@-mention teammates inside an internal note. They get an in-app notification and an email by default, and the conversation lands in their Mentions filter.

Notes are private team-only messages on a conversation. The customer never sees them. @-mention teammates to ping them.

Snooze a conversation until a date and time and Ochre auto-reopens it. Customer replies cancel the snooze immediately.

Four statuses cover every conversation in Ochre. Here is what each one means, when to use it, and how reopens behave.

Claim, reassign, or unassign tickets in Ochre. Manual, automated, and bulk assignment all work the same way under the hood.

Six filters slice the inbox: All, Unassigned, Mine, Mentions, AI handled, and Closed. Each one is shareable via URL.

Tour the Ochre inbox: filters, statuses, assignment, snoozing, internal notes, and realtime updates that keep the queue fresh.