Work the shared inbox
Views, assignment, internal notes, status, and what customers see in the widget.
The inbox is where chat and email meet. Everything updates in real time.
Inbox views
View | Shows |
|---|---|
Your inbox | Conversations assigned to you |
Unassigned | New work waiting for a teammate |
All conversations | Everything you are allowed to see |
Use search to find a customer by name, subject, or ticket number.
Open a conversation
The conversation panel shows the full thread, contact details, tags, assignee, and channel (chat or email). When you are viewing a chat:
Customers see your name and profile photo in the widget once you reply as an agent.
The widget shows an AI badge on bot messages and a clear notice when a real teammate takes over.
Assignment and ownership
Assign to me — Take ownership so others know you are handling it.
Change Assignee from the conversation header or sidebar.
Use Automations to auto-assign by department, round-robin, or channel.
Conversation status
Statuses include Open, Snoozed, and Closed. Close when the issue is resolved. If the customer writes again, the conversation can reopen.
Internal vs customer-visible
Internal notes stay on the agent side; customers never see them.
Replies go to the customer on chat or email depending on channel.
Bulk actions
From the inbox list, select multiple conversations to close, reopen, or assign in bulk.
Email-specific actions
Email transcript — Send the chat history to the customer (when enabled in widget settings).
New email — Start an outbound email from the compose modal.
Was this article helpful?