Inbox overview

The inbox is where every conversation lands. Email, chat widget, and Slack Connect all flow into one list at /inbox. This page walks through what you see, how it updates, and where to go next.

The layout

The inbox has three columns.

The left sidebar holds the filter dropdown when you are on /inbox, plus links to other workspace areas. Seven filters slice the queue — see Inbox filters.

The middle column is the conversation list. Each row shows the customer, the subject, a preview of the last message, the assignee avatar, any tags, the priority chip, and the time of the last activity. Unread conversations are bold. Newest activity sits on top.

The right column is the conversation view. Click any row to open it. You'll see the full thread, customer context on the side, and the reply composer at the bottom.

Statuses

Every conversation has one of four statuses:

• Open — active, in the queue. - Pending — waiting on the customer. - Snoozed — hidden until manually unsnoozed. - Closed — resolved.

See Conversation status for the model.

Priority

Every conversation has a priority: low, normal, high, or urgent. Priority is set by routing rules at ingest time and surfaces as a chip in the conversation row. The SLA layer keys off priority indirectly (urgent traffic is usually routed to faster responders), but in v1 there is one workspace-wide first-response target — see SLA policies.

AI Queue and Take Over

When Autopilot is on, new conversations land in the AI Queue first. The AI drafts and (in auto-send mode) replies directly. The queue page is the default landing for /inbox while autopilot is on, with a "Listening" status strip showing what the AI is handling now and how many it auto-resolved today.

To take a conversation back from the AI, open it and click Take Over. That stamps ai_handoff_at, suppresses any further AI auto-send on that thread, and assigns the conversation to you. Pause AI is the same RPC under the hood (take_over_conversation) but stays on the queue page so you can sweep through several at a time.

See Autopilot for the bigger AI picture.

Assignment

Conversations can be unassigned, assigned to a specific teammate, or claimed by you. The Mine filter shows only conversations assigned to you. The Unassigned filter shows the triage queue. Mechanics in Assigning conversations.

Realtime updates

The inbox updates live. New conversations appear at the top of the list without a refresh. Counts in the sidebar bump as conversations come in or change status. Reply on one device and the row marks itself read everywhere else within a second or two.

The conversation view also broadcasts presence — if a teammate is viewing the same thread, you'll see their avatar near the composer so you don't accidentally double-reply. See Collision detection if you want the deeper picture.

Internal notes and mentions

Replies go to the customer. Internal notes do not. Switch the composer to the Note tab and write something only the team can see. Type @ and a teammate's name to ping them, which sends a mention notification. See Internal notes and Mentions.

Tags

Tags are free-form labels. They can be applied automatically by routing rules (add_tag action) or by AI auto-labeling, and you can edit them by hand from the customer context rail on the right side of the conversation view. They show up in the row and you can filter the inbox by tag from search. See Tags.

Search

Cmd+F opens search. It runs full-text against subjects and bodies. See Search.

Closing a conversation

Click Close in the conversation header to flip status to closed. Closing also fires a CSAT survey to the customer and redirects you back to the filter view you came from. See Conversation status for the broader status model.

Where to next

If you're new, the next thing to learn is filters. They're how you turn 1,000 open conversations into a focused list of what to work on right now. Open Inbox filters.