The inbox

The inbox is where your team handles live conversations. Everything — chat, email, and calls — lands in the same place, sorted newest-first.

Replies and notes

The composer has two modes. Reply sends a message to the customer; Note writes an internal note only your team can see — useful for context before you hand a conversation over. Press Enter to send, Shift+Enter for a new line.

The composer also has tools for attachments, dictation (speak your reply), an AI clean-up pass on your draft, and suggest reply to draft one from the conversation.

Saved replies

Type / at the start of the composer to open your saved replies and insert one. Create and edit them under Settings → Conversations → Saved replies, optionally with a shortcut.

Assignment

Use Mine / All to filter the list. From a conversation's Actions menu you can assign it to yourself, transfer it to another agent or team, or hand it to an AI agent. In a solo organization, new conversations are assigned to you automatically.

Tags & search

Add labels to organise conversations (managed under Settings → Conversations → Labels). Search across titles, contacts, and message content from the box at the top of the list, or press Cmd/Ctrl+K for global search.

Statuses

Live conversations are Active, Pending, or Closed. Anything that needs a longer follow-up can be moved to a ticket.