Working on conversations
Assign, snooze, tag, close and follow the conversations in your inboxes.
- The conversation list: tabs and the Display menu What each list in the sidebar holds, what the tabs above a list do, and how to change what each row shows.
- Assign a conversation Make one person responsible for a conversation, take it yourself, or hand it back.
- Statuses Show where each conversation stands, like In progress or Resolved, and how statuses move on their own.
- Archive, close, reopen and trash File away finished conversations, bring them back, and move ones you do not need to trash.
- Snooze for the team Hide a conversation for everyone in its inbox until a time you choose, then have it come back open.
- Reminders only you see Set a personal reminder on any conversation. Nothing changes for your team.
- Follow a conversation Keep a conversation in your Following list and hear when the customer replies, even when it is not yours.
- Tags Label conversations, like Refund or VIP, so related ones are easy to find again.
- Move a conversation to another inbox Send a conversation that landed in the wrong inbox to the one that should answer it.
- Private conversations and access requests Hide a sensitive conversation from the rest of the team, and let teammates ask to read it.
- The details panel: Activity and who has read it See a conversation's customer, inbox, status, assignee and followers, everything that happened to it, and who on your team has read it.