Shared Inbox
Queues & assignment
How Waiting, All Taken, and Mine work, and why assignment is the core concurrency control.
The three queues
Shared Inbox is designed around three queues:
- Waiting: unassigned conversations (triage)
- All Taken: assigned conversations (team-wide view)
- Mine: conversations assigned to you (your worklist)
Why assignment exists
Assignment is the primary concurrency control mechanism. When a conversation has a single assignee:
- responsibility is explicit
- handoffs are auditable
- duplicate replies are avoided
Common operational rules
Teams that run smoothly usually adopt a simple policy:
- Waiting = triage
- Mine = active handling
- Close = resolved
If you need parallel collaboration, use internal notes or transfer ownership—don’t rely on “two people replying”.
Role-based visibility
By default:
- Agents see Waiting and Mine
- Admins/Owners also see All Taken
This keeps the agent experience focused while still giving admins a full operational view.