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Inbox & team
Work conversations together, escalations, routing and contacts
8 articles · 8 min readUsing the unified inboxThe Inbox shows every conversation from every channel in one list. Filter by channel, status, assignee or tag.1 min readUpdated Oct 31, 2026Reviewed→Escalation from AI to a humanWhen the AI can't help or the customer asks for a person, the conversation moves to the queue and your team is notified.1 min readUpdated Oct 31, 2026Reviewed→The queue: picking up conversationsEscalated conversations wait in Unassigned until an agent clicks Assign to me, or until routing assigns them automatically.1 min readUpdated Oct 31, 2026Reviewed→Set up routing rulesIn Settings → Routing, choose how escalated conversations are assigned: manually, round robin or to the least busy agent, per team.1 min readUpdated Oct 31, 2026Reviewed→Escalation notificationsAgents get browser, sound and email notifications for new escalations and assigned conversations. Set them in Profile → Notifications.1 min readUpdated Oct 31, 2026Reviewed→Canned replies and internal notesType / in the reply box to insert a saved reply. Switch to Note to write something only your team can see.1 min readUpdated Oct 31, 2026Reviewed→Tags and contactsAdd tags to conversations to organize them, and open Contacts to see every customer and their full history.1 min readUpdated Oct 31, 2026Reviewed→Spam protection and muting contactsNateq detects spam and gibberish automatically so it doesn't reach your team or use AI resolutions. You can also mute a contact manually.1 min readUpdated Oct 31, 2026Reviewed→