The shared inbox: statuses, snooze, assign & merge
Updated July 11, 2026
The inbox is where your whole team works customer messages from every channel in one queue.
Three panes
- List — filter with tabs (Open, Mine, Waiting on customer, Resolved) and by inbox, assignee, tag, or SLA.
- Conversation — the full thread plus the AI-draft composer.
- Customer context — who they are, their plan and history, past conversations, and more, on the right.
Everyday actions
- Assign / Assign to me — give a conversation a clear owner.
- Snooze — hide it until later (
1h,tomorrow,monday). - Waiting on customer — park it until they reply.
- Resolve — close it (optionally triggering a CSAT survey) and jump to the next one.
- Internal note — leave a note the customer never sees, and @mention a teammate to loop them in.
- Merge — if one customer wrote from two addresses, merge the duplicates into a single thread. It's reversible.
Customer context
Alongside every thread you see the customer's plan, tenure, past conversations, and (when connected) subscription, purchase, and account data — so you never ask someone to re-prove a purchase.
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