How the Inbox works

The Inbox is where your team lives: every conversation from every channel lands there, and there they become sales. The screen has four zones, left to right:

1 · The folders

The filter column: My inbox (Open, Mine, Unassigned, Quoted, Closed), your labels, your teams and — with the Assistant on — the Priority (AI) and Intent (AI) chips. One click filters the whole list. → Organize your Inbox

2 · The conversation list

The active filter’s conversations, with Pinned on top. Each card sums it all up: channel, status, 24-hour window, AI chips, labels and unread messages. On top: the search box (by name, phone or email) and + New to message someone first. → Start a conversation

3 · The conversation

The center of the screen, in three pieces:

The header — who handles it and what it is: take or assign, the status (Resolve/Reopen), create prospect, convert to opportunity and pause the assistant. → Take and assign · Resolve and reopen
The thread — the customer’s and the team’s messages, the events (assignments, labels, welcome menu) and the Activity tab with the full story. With AI: Classify, Summarize and the Assistant’s draft.
The composer — where you reply: ”/” templates, attachments, emojis, internal notes with @, and email mode when the channel is email. → The composer in depth · Internal notes · Reply by email

4 · The contact panel

Everything about the person without leaving the chat: their details, their B2B account, their service level, their portal link — and the Quotes tab, where the sale is born. → Create and send a quote

An agent’s day, in order

The natural flow: filter your queue in the folders → take an unassigned conversation → reply with the composer (templates, attachments, or the Assistant’s draft) → label it to classify → leave a note if the case changes hands → quote from the panel → and resolve it once handled.