Inbox

Inbox is where teams manage shared customer communication. It brings connected mailboxes, conversation state, internal collaboration, and customer context into one workspace surface.

Core ideas

• A conversation should be easy to scan.
• Ownership and status should be visible.
• Internal comments should stay separate from customer replies.
• Drafts, scheduled sends, waiting states, and resolved states should be explicit.
• Follow-up work should live in tasks, records, or related resources instead of disappearing in the thread.

Conversation states

Inbox conversations can appear in operational sections such as open, waiting, resolved, drafts, scheduled, sent, or spam. The exact labels available in the UI can depend on the workspace configuration and connected account state.

Typical workflow

1. Open the right section

   Start from open conversations when triaging new work, or use waiting and scheduled when reviewing follow-ups.

2. Read the thread context

   Check the customer, subject, preview, attachments, unread state, and any internal comments.

3. Choose the next state

   Reply, comment internally, mark waiting, resolve, snooze, move back to inbox, or mark spam.

4. Relate follow-up work

   Link the conversation to a record, task, note, or other resource when the context should stay available outside the inbox.

Next guides