Navigating the Inbox

The inbox is your central hub for managing customer conversations.

Inbox Layout

The inbox is divided into three main areas:

Left Panel - Conversation List Shows all conversations with preview information:

• Customer name and avatar
• Latest message preview
• Timestamp
• Status indicators (unread, assigned, etc.)

Center Panel - Conversation Thread Displays the full conversation history with the selected customer.

Right Panel - Details Sidebar Shows customer information, conversation details, and actions.

Filtering Conversations

Use filters to find specific conversations:

• Click the Filter button above the conversation list
• Filter by:
• Status (Open, Closed, All)
• Assignee (Unassigned, Assigned to me, Specific agent)
• Channel (Widget, Email, WhatsApp, etc.)
• Priority (Urgent, High, Normal, Low)
• Tags
• Click Apply Filters

Searching Conversations

Find conversations by keyword:

• Click the Search icon
• Type your search term
• Results show matching conversations

Search looks in:

• Customer name and email
• Message content
• Subject lines

Conversation Status

Conversations have two main states:

• Open: Active conversations needing attention
• Closed: Resolved conversations

Click Close to resolve a conversation, or Reopen to continue working on it.

Keyboard Shortcuts

Navigate faster with keyboard shortcuts:

• J - Next conversation
• K - Previous conversation
• ? - Show all shortcuts