Inboxes and conversations

Inboxes and channels

An inbox collects messages for one purpose, such as work requests or customer questions. Each inbox has two channels:

• Web: members write in the composer on the inbox page.
• Email: the inbox has its own email address. Copy it with Copy address on the inbox page.

Each member also has a Personal inbox for conversations with the agent. Only that member can read it, and it has no email address.

Every workspace has Inbox and starts with one inbox. The Maintenance and Help desk setup packs add another inbox. Owners and admins create more inboxes in Workspace settings, Inboxes with New inbox.

Assignments

Each inbox has members assigned to it. Only assigned, active members can open the inbox and its conversations. Being an owner or admin lets you manage inboxes, but it does not let you read one: to read, assign yourself.

When a member is suspended or removed, they lose access at once. If they come back, their inbox assignments do not come back with them.

The inbox page

The inbox page lists conversations on the left and shows the open one on the right. Switch inboxes with the inbox name at the top of the list. Each row shows who started the conversation, its channel, and when it last changed. While the agent works on a conversation, the row shows Working, Needs approval, or Needs answer.

With no conversation open, the right side shows the inbox's email address and a composer for a new conversation. New opens the same view. On a phone, the list and the conversation take turns on the screen.

Conversations

A conversation holds the messages, files, replies, and the agent's work. In a shared inbox, each turn names its sender: you, a workspace member, an external sender, or the agent; messages that came by email say so. Conversations from outside the workspace show Needs review until an assignee selects Let the agent reply at the end of the conversation. See Email.

The history stays when assignments or memberships change. In the composer, press Enter to send and Shift+Enter for a new line.

Files and upload limits

A message can carry up to 10 files, 10 MB each and 20 MB in total. If a send fails, the draft stays in the composer. Files reach the agent as described in The agent.

Who can

Action	Who
Read and write in an inbox	Active members assigned to it
Create inboxes and change assignments	Owners and admins
Set whether the agent asks first	Owners and admins
Allow or reject a held conversation	Members assigned to the inbox

Platform admins have no inbox access through their platform role.