Shared Inbox
Troubleshooting
Fix common issues with queues, assignment, visibility, and handoff.
I don’t see the “All Taken” tab
This is role-based:
- Agents typically see Waiting and Mine
- Admins/Owners see Waiting, All Taken, and Mine
Conversations aren’t appearing in Shared Inbox
Most projects rely on workflows to route conversations into Shared Inbox via Inbox handoff.
Check:
- workflow routing is enabled
- the default workflow is enabled
- the default workflow includes an Inbox handoff step
See:
I can’t see a conversation my teammate sees
Departments can filter visibility.
Check:
- whether you are assigned to the conversation’s department lane
- whether you have any department restrictions configured
See:
Transfers fail or don’t “stick”
Try:
- refreshing the page
- transferring again after confirming the conversation is still active
If it persists, capture the exact error and share it with support.