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
- Select an open conversation.
- Review earlier messages and the contact details.
- Write a reply, or type / in the composer to insert a saved reply and personalize it.
- Send the message; delivery state appears beside it.
What the composer can send
- Files and images, by choosing Attach or dropping them onto the conversation.
- Emoji and GIFs from the tools next to the field.
- A saved reply, inserted with / and chosen with the arrow keys.
- A reply to one specific message: open the actions on that message and choose Reply, and the customer sees which message you answered.
Note: Deleting a message removes it for the team and the visitor at once and cannot be undone, so prefer a correcting reply when the customer has already read 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.