Work the queue, take over from the bot, keep the thread whole
Filters, assignment, the AI badge, notes and mentions, and the activity feed. The daily craft of actually answering people.
13 tutorials in this section
Tutorials in Shared inbox
The filter chain: All, Sent, Reply, channel, assignee, status
Every filter is a facet on the conversation itself — nothing is a saved search you have to maintain. Learn the chain and you can find anything in two clicks.
ReadFind conversations nobody replied to
The question every manager asks on a Monday, answered with one filter rather than a report — and the two-minute habit that catches leaks before customers do.
ReadAssign a conversation and take over from the AI
Assigning is the handover. There is no mode to toggle, no separate bot console, and no conversation being handled by a bot and a person at the same time.
ReadWhat the AI badge means
One small marker answering the only question that matters at a glance: is a person or a bot talking to this customer right now?
ReadUnassign yourself from a conversation
The one assignment action an agent can take — and what happens to the conversation afterwards is not what most people expect.
ReadReassign work across the team
Managers and admins move conversations and calls through a picker. Contacts and tasks follow a different rule, and knowing which is which saves an argument.
ReadRead the contact record beside a conversation
The person, not just the thread. Everything on the right exists so nobody has to ask the room whether this customer already complained.
ReadLeave a note and mention a teammate
Internal context the customer never sees, attached to the person rather than living in somebody's memory or a private chat.
ReadCreate a task from a conversation
A task created from a chat is auto-assigned to you with a 15-minute reminder and opens expanded — the defaults assume you meant to do it soon.
ReadBook a meeting from a conversation
Put a slot in the calendar without leaving the thread, using availability that reflects your calendar.
ReadThe activity feed: everything that ever happened, in order
Chats, calls, AI tasks, meetings, stage changes, assignee changes, comments and captured form submissions on one filterable feed.
ReadOpen, closed, and what "done" means for your team
The filter most teams set up wrong, because nobody agreed what closed means before they started using it.
ReadTalk to your team without leaving the conversation
Notes, mentions and internal chat exist so "does anyone know about this customer" does not have to happen in a different app.
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