Views, assignment and status
Find the conversations that need you, assign them to a teammate and track their status.
The inbox lists every conversation in your business. The views on the left filter the list, and each view shows how many conversations it holds.
Views
| View | What it shows |
|---|---|
| Assigned to me | Conversations assigned to you. |
| Unassigned | Conversations nobody is assigned to. |
| All | Every conversation your team handles. |
| Assistant | Conversations the assistant is answering. Your team's other views leave these out until it hands them off. |
| Labels | Conversations with that label. See Labels. |
Above the list, filter by status and sort by Newest first or Oldest first.
Status
Every conversation has one status:
| Status | Meaning |
|---|---|
| Open | The customer is waiting for your team. |
| Waiting | Your team replied and is waiting for the customer. |
| Closed | The conversation is finished. |
Use Close and Reopen at the top of a conversation, or Mark waiting on customer in its menu. A new message from the customer reopens it.
Assignment
Assign a conversation to one teammate from the assignee menu at the top of the conversation. If a conversation has no assignee, the first teammate to reply is assigned to it. Notes do not count as replies.
Update several at once
To pick a conversation, click the circle over its avatar, or open it and press X. While any conversation is picked, clicking another row picks it too. A bar above the list shows how many you picked:
- Close closes them all.
- More marks them waiting on the customer, reopens them, assigns them to you or unassigns them.
- All picks every conversation in the list.
Press Esc or click the × to clear the selection. Changing the view also clears it.
Unread
A conversation is unread for your team until a teammate opens it. To bring one back later, choose Mark unread in its menu. The app icon on your phone shows how many conversations are unread in all your businesses.