The Inbox: conversations on the left, the open thread in the middle, the contact on the right.
The conversation list
Each row is one person, with their latest message, labels, and how long they have been waiting for a reply.- Views pick which conversations you see. Every inbox has All open, Mine, Unassigned, Unread, Waiting too long, Snoozed and Closed.
- Unread and Waiting too long are quick toggles above the list, each with a count. A conversation is waiting too long when the customer has waited past your account’s reply target. The list says what the target is (“reply within 60 min”).
- Search finds a name, a number or words in a message.
- Filters narrow by channel, assignee (anyone, me, unassigned, or a teammate), label and priority. Sort by newest first, waiting longest, or priority.
A thread
The thread shows everything that has passed with the person, on every channel, day by day. Events such as assignments and label changes appear in line. At the top of the thread you can:- Assign it to yourself, a teammate, or nobody;
- set its priority: normal, high or urgent;
- add labels, or make a new one (Owner, Admin and Support);
- Pin it to the top of the list;
- Snooze it: for an hour, until this evening, until tomorrow 9:00, until Monday 9:00, or until they reply;
- Close it, or reopen it;
- show or hide the contact details panel.
Replying
1
Pick the channel
The reply goes out on the channel the person last wrote on. To use another, choose
it under Reply via.
2
Write
Type your reply and press Enter to send (Shift+Enter
for a new line). Type / to pick a quick reply, attach a file, or,
on channels that support them, add up to three reply buttons.
3
When the window has closed
Some channels only take a typed reply for a while after the person last wrote, such
as WhatsApp’s 24-hour window. Once it closes, the composer says so and offers
Send a template instead. See WhatsApp.