Customer inbox
Every channel in one list, with the customer already beside the message.
Every message a customer sends lands in one list: live chat on your website, Facebook Messenger, Instagram DMs, email to your shop, and the phone or walk-in conversations your staff log by hand. Open it from Inbox in the sidebar.
Who is handling what
- Unassigned is a real state, not a missing one — it is the queue, and the job is to get it to zero. Press Take it to put your name on a thread so nobody answers it twice.
- Views with live counts: Unassigned, Mine, All open, Snoozed, Closed.
- Snooze a thread you cannot deal with yet and it drops out of the open list until the time you set. Escalation leaves snoozed threads alone.
- Search across every conversation and message.
- Close is a real stop switch: a closed conversation refuses new messages from the website widget.
Saved replies
The answers you type every day, kept once. Anyone in the workspace can use them; only an owner or admin can change them, and that rule is enforced by the database rather than only hidden in the interface.
Attachments
A customer emailing a photo of a damaged parcel gets that photo through to you — up to 5 files of 10 MB each, stored privately in your workspace and opened through a link that expires after a minute.