Inbox
Overview
Inbox brings customer conversations from every connected channel into one team workspace. Use it for day-to-day replies, AI pause/resume, lead context, assignments, and booking details tied to a thread. Contact records and channel setup feed what you see here.
Find the right conversation
Unread counts help the team identify new activity. Use filters to narrow the list before opening a thread — by assignment, platform, status, lead temperature, or tags.
- Open Inbox for the selected agent.
- Apply the filters you need.
- Select a conversation to open its message thread and customer details.
Reply and manage AI behavior
Human escalation pauses AI handling so a teammate can work safely without competing automated messages. The thread distinguishes customer, teammate, AI, Workflow Reminder, and Follow-up activity. Attachments, reactions, read state, and delivery information appear when supported by the channel.
- Write a message in the reply composer to respond as a teammate.
- Enable or disable AI replies for the conversation, depending on permissions and routing configuration.
Keep the customer record current
Lead Temperature values are defined in Contacts.
- Open conversation details.
- Change the assignee, add or remove tags, or update Lead Temperature if permitted.
- Review Contact information.
Work with bookings
Appointment statuses match those in Calendar.
- Choose Create booking from the conversation when the customer and Service are known.
- Review the most recently updated booking and booking history in the details panel.
Review Action History
Action History records assignment changes, AI reply changes, tags, lead status, broadcasts, follow-ups, and appointment activity. Use it to understand what happened outside the visible message text.
- Open Action History in the conversation.