Find and organise conversations

Open Inbox to see conversations from your connected channels. Check the channel icon when the same customer appears on more than one platform.

Use the filters:

• All: the current conversation list.
• Needs you: conversations waiting for human attention.
• AI: conversations being handled by the assistant.
• Mine: conversations assigned to you.
• Archived: chats removed from the active list.

Use the label filter to narrow the list. Open a conversation to read its history, view the assigned agent and access customer details.

From the chat menu, use Assign to teammate, Add label, Change agent, Mark resolved or Archive chat as appropriate. Resolving a chat records that the work is done; archiving helps organise the list. Neither should be used as a substitute for pausing unwanted AI replies.

Before deleting anything, check the confirmation carefully. Use Archive when you simply want to clear the active list while keeping history.

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