Inbox

The views

The large title at the top of the Inbox is the view picker. It shows the name of the current view with a small arrow — tap it to open the Views sheet:

• My inbox — only conversations assigned to you. Your day-to-day queue.
• Unassigned — conversations with no agent yet, waiting to be picked up. Check this one first when you sit down to work.
• All conversations — every conversation across your whole team, regardless of who it's assigned to. The title shows it as All.
• Emails — conversations that came in by email.
• Calls — phone calls.
• Snoozed — conversations snoozed until later. Every other view leaves them out until they wake, at their time or when the visitor writes.

My inbox and Unassigned show a count in the sheet. A small line under the title says how many conversations the view holds, and which brand is filtered.

The bell icon in the top corner opens your Notifications — see Notifications.

The list loads more conversations automatically as you scroll, refreshes when you pull it down, and refreshes itself if you've been away from the app for more than a few seconds.

Reading a row

Each row packs in everything you need before you even open it:

• Avatar — the visitor's initials, or a generic person icon for an anonymous visitor. A green dot on the avatar means the visitor is online right now.
• Channel — where the conversation came from. Website chat shows the visitor's country flag next to the name; every other channel gets a small labeled tag under the message, and the avatar takes a matching tint:

Website chat doesn't get an icon of its own — a flag tells you something an icon wouldn't (where the visitor is from). Each of the other channels gets one fixed color and tag you'll recognize instantly, every time.

• Name or email, and the time of the last activity, on the same line. An anonymous visitor has neither, so the row shows a short piece of their ID.
• The last message, two lines at most.
• A small line at the bottom when there's something to show: the channel tag (for anything but website chat), the brand (only when your workspace has several), an amber Waiting for a reply when the conversation is awaiting a response, and on the right the teammate it's assigned to — shown as You when it's yours.
• While the visitor is actively typing, an italic Typing… replaces the message preview — live, so you know before they've even hit send.
• Conversations that are waiting for a reply and are either unassigned or already assigned to you also get a dot in the left margin and a bold name — the visual cue for "yours to answer," on top of everything else that's simply marked as waiting.

The tab badges

The number on the Inbox tab is unassigned conversations waiting to be picked up. The number on the Tickets tab is unread tickets. The other tabs have no badge, and a badge doesn't show at all when its count is zero — an empty badge would just be a red dot that means nothing. Visitors is no longer a tab: open it from Overview — see Visitors.

Searching

Tap the search icon at the top of the Inbox to open the search sheet. It searches your conversations under one of three scopes:

• Message — the text of the messages in the conversation
• Visitor — the visitor's name, email or phone
• Agent — the agent who handled the conversation

Type at least 3 characters (below that the sheet says Keep typing); results update as you type, after a brief pause, and a search with no match says No results with a Clear search button. Clearing the search box brings the full list straight back.

While the box is empty, the sheet lists your Recent searches — the last eight, each with its scope. Tap one to run it again, tap the x beside it to remove it, or tap Clear to remove them all.

Filtering by brand

Next to search is the brand filter. It only appears when you can see two or more brands. It opens a sheet called Brand with All brands at the top, then one row per brand. Pick one to narrow the list down to just that brand's conversations — while a filter is active, the button itself swaps its generic icon for that brand's logo, and the line under the title names the brand, so you can see the active filter without opening the sheet.

The sheet only lists brands you've been granted access to.

What you can see

Brand access works exactly like it does on the web. If you've only been granted certain brands, you only see their conversations — in every view and in the brand list. Owners and admins see everything, no matter what. Without the Inbox permission the tab shows You don't have access to the inbox and asks you to have your workspace owner give you that permission. This same rule governs your notifications too: you won't be pushed a message for a brand you don't have access to.

Access is granted per person on the team page of the dashboard (avatar menu → Manage team).

Opening a conversation

Tap any row to open the conversation. See Conversations for what's inside.

Swipe a row to the left instead to act on it without opening it: Snooze hides it until tomorrow at 8:00 (an Undo bar appears at the bottom for a few seconds), and Resolve resolves it. In the Snoozed view the swipe offers Wake instead.

Sending a reply is what takes the conversation: the moment you send your first public message, you become the assigned agent. You can also take it without replying, from Assign in the conversation's details.