The Inbox layout

Inbox keeps the queue on the left and the selected conversation in the main panel. Each list item shows the contact, latest message, status, and recency so you can choose what needs attention first.

Reply with context

  1. 01

    Select an open conversation.

  2. 02

    Review earlier messages and the contact details.

  3. 03

    Write a reply or insert a saved reply, then personalize it.

  4. 04

    Send the message; delivery state appears beside it.

Focus the queue

Switch between Open and Closed, then use All, Unassigned, or your personal inbox. Search matches the contact and conversation text, which is useful when a customer follows up later.