A tour of your inbox

Find your way around the shared inbox — scopes, filters, sorting, and conversation details.

Last updated May 27, 2026

The Inbox is where your team works every conversation, from every channel, in one place. Here's how it's laid out.

Scopes — which conversations you're looking at

The left sidebar switches between groups of conversations:

  • Mine — conversations assigned to you.
  • Triage — unassigned conversations waiting to be picked up.
  • Team inboxes — conversations for a team you belong to.

Filters and sorting

At the top of the conversation list you can narrow what's shown:

  • Status — Open, Closed, or All.
  • Assignment — Unassigned, Assigned, or All.

You can also sort the list by Newest activity, Oldest activity, or Unread first.

Reading a conversation

Select a conversation to open the full thread. Messages from the customer and from your team appear in order, along with events like assignments and status changes. A New divider marks where unread messages begin.

At the bottom is the composer, where you reply. Alongside the message box you'll find shortcuts for saved replies, inserting an article from your knowledge base, emoji, AI assist, and recording a voice message.

The details panel

Open the Details panel (the info icon) to see everything about the conversation at a glance:

  • Status, Assignee, and Team
  • The detected Language of the conversation
  • Tags and a Flag for review
  • Last activity time

There's also a link to open the full contact profile.

Staying up to date

The inbox updates in real time — new messages, assignments, and status changes appear instantly, with no need to refresh.

What's next

Need help?

Questions about the inbox? Email help@connectbetter.co.