Core concepts
Inbox
How Inbox tabs, assignment, tags, and closing work.
Tabs
Inbox is optimized for day-to-day operations and includes three main tabs:
- Waiting: open conversations that are waiting for action
- All Taken: open conversations assigned to someone
- Mine: open conversations assigned to you
Agents may see a simplified view (typically Waiting + Mine).
Assigning conversations
Conversations can be assigned to an agent from the conversation panel. Assigning changes where the conversation appears (for example, it may move from Waiting to Mine).
Tags
Use tags to categorize conversations and drive workflows. Tags can be managed from the conversation panel, and tag state updates in real time.
Closing conversations
Closing removes the conversation from active Inbox lists. Depending on your workflow, closing can also trigger tracking or unsubscribe behavior.