Using the unified inbox
Reviewed by Ahmed Mohamed · Oct 31, 20261 min read3 views
Short answer
The Inbox shows every conversation from every channel in one list. Filter by channel, status, assignee or tag.
Main views
- 1Mine — conversations assigned to you
- 2Unassigned — escalated conversations waiting for an agent
- 3AI — conversations the AI is handling now
- 4All — everything your role can see
Conversation statuses
StatusMeaning
OpenNeeds a reply
PendingWaiting for the customer
SnoozedHidden until a time you choose
ResolvedDone
Each conversation shows the full customer history across channels on the right side.
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