Use the support Inbox
Before you begin
Open the correct workspace and confirm you have Inbox access. The same conversation can include messages from its supported channel and staff activity; read the existing transcript before responding.
Choose a queue
Queue | What to review
Your Inbox | Conversations assigned to you that need attention
Mentions | Conversations where staff have mentioned you
Open | Open conversations waiting on the team
Unassigned | Open conversations that need a reply and have no assignee
AI handling | Conversations currently handled by AI
Resolved | Conversations that have been resolved
Find and read a conversation
1. Expand **Inbox** and select a queue.
2. Use **Search conversations** or **Filter conversations** to narrow the list.
3. Open the conversation and read the transcript.
4. Check **Details** for its channel, handling state, priority, assignment, tags, and available customer context.
5. Use **Activity** for staff actions when a handoff or status change needs explanation.
Understand reply state
**Needs Reply** means the team still owes the customer a response. Assignment identifies ownership; it does not send a message. The SLA indicator is active only while the open conversation needs a human reply. Treat it as an operational timer, not a delivery promise made to your customer.
If the list looks incomplete
Clear search and filters, check another queue, and use refresh. A resolved or AI-handled conversation may no longer appear in Unassigned. Do not create a duplicate request just because the conversation moved.