Inbox
Notes and assignment
Assign conversations to teammates, leave internal notes they can act on, and see the customer's details beside the chat.
When several people share an inbox, handovers matter. Assignment makes it clear who owns a conversation. Internal notes let you pass on what you know without the next person starting from scratch. The Details panel puts everything you know about the customer beside the chat.
Assign a conversation
Once a person is handling a conversation, or it's waiting in the queue, you can assign it to anyone in your workspace.
Open the conversation
Click it in the list.
Open the assignee picker
In the Details panel, click the assignee. It shows Unassigned if nobody owns the conversation yet.
Choose a teammate
Search for a teammate and choose them. Your own name is marked "(you)".
When you assign a conversation:
- The agent stops replying. It won't answer while a person owns the conversation.
- Your teammate gets an email with a link to the conversation, unless they've turned assignment emails off. Nobody is emailed when you assign a conversation to yourself.
- It moves to their Mine view, where it stays until it's closed.
- The conversation records it, for example "Alex assigned this to Sam".
While the agent is handling a conversation, you can't assign it directly. Click Take over first, or reply to it, which takes it over for you. See Replying and takeover.
To put a conversation back with the agent, choose Unassigned in the picker. This hands it back to the agent, which answers the customer's next message.
To assign many conversations at once, select them in the list and use the assignee picker in the bar above it. Your teammate gets one email for the whole batch.
Internal notes
Internal notes are a conversation your team has about a customer, right beside the customer's chat. Only your team can see them. Nothing in a note is sent to the customer.
To add a note, find Internal notes in the Details panel, write your note and click Add note.
Use notes to:
- Explain what you've already tried before handing over
- Record a promise you made, such as "Refund approved, processing by Friday"
- Ask a colleague for help
Mention a teammate
Type @ in a note and choose a teammate to bring them in. They get a notification and an email with a link to the conversation, unless they've turned that email off.
The person assigned to the conversation is also told when someone adds a new note, so the owner always knows what's changed.
Edit or delete a note
You can Edit or Delete your own notes. Each note shows who wrote it and when. If a teammate leaves your workspace, their notes stay, and their name shows as "A former teammate".
See who else is here
The inbox shows who's working on what, live:
- In the list, a conversation shows "Sam has this open" when a teammate is viewing it, and "Sam is replying" when they're typing.
- In the conversation, you'll see a warning if someone else is writing a reply too, so two people don't answer the same customer.
The Details panel
The Details panel on the right of a conversation shows what you know about the customer. On smaller screens, click Show details to open it.
Contact
The customer's Email, Phone and Company. Anything you don't have yet shows as "Not captured".
Linked lead
When the agent captures a customer's details, for example with the Collect Leads action, it creates a lead and links it to the conversation. Click Open lead record to see the full lead, including its stage, tags and notes. If there's no lead yet, you'll see "No lead linked yet".
The What they told us section shows what the customer shared, such as what they're looking for.
Conversation
Facts about the conversation: the Channel, the Account it arrived on, when it Started, when it was Last active, and its Thread ID. If the channel has since been disconnected, the account shows as "Disconnected".