Inbox is where your team handles conversations from channels connected to the workspace. Views and filters help you spot new messages and see who owns each conversation.
Work through your conversations
- 1
Open Inbox
Select Inbox from the main sidebar to view conversations.
- 2
Choose a view
Use All for available conversations, Mine for conversations assigned to you, or Unassigned for conversations waiting for an owner.
- 3
Search and sort
Use Search and sorting controls to find a conversation or review the newest messages.
- 4
Open and reply
Select a conversation to read its context and respond from the composer. Check the channel and recipient before sending.
- 5
Organize follow-up
Use the conversation tools to assign a teammate or team and add a label or lifecycle stage when useful.
A good routine
Check Unassigned and unreplied conversations regularly so new customer messages are not missed.
A daily follow-up routine
- 1
Review unassigned work
Start with new conversations that have no owner and assign them to the appropriate team.
- 2
Review conversations awaiting a reply
Use available lists and filters to find open conversations requiring follow-up.
- 3
Document handoff
When transferring a conversation, leave a concise private note with the next action and new owner.