Managing Conversations in Your Inbox
Assign, label, snooze, merge, and resolve conversations — everything your team needs to run a clean inbox.
Step-by-Step Guide
Anatomy of a Conversation
Every conversation has: a contact profile (left panel), the message thread (center), and the conversation detail panel (right) with assignee, labels, custom attributes, and timeline.
Screenshot: Full conversation view with panels labelled
Replace with actual screenshot or diagram
Assign Conversations
Click the Assign button in the right panel. Search for a team member or team. You can also set auto-assignment rules in Settings → Automation → Assignment Rules.
Tip: Mentioning a teammate with @name in the conversation notes also sends them a notification, but does not transfer assignment.
Apply Labels
Click Labels in the right panel. Apply one or more labels. Labels appear as colour-coded chips in the inbox list and can be used for filtering and reporting.
Screenshot: Label picker on a conversation
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Snooze a Conversation
Click the Snooze icon (clock) to temporarily hide a conversation until a set time (e.g. In 2 hours, Tomorrow 9am, Custom date). Snoozed conversations auto-return to Open at the scheduled time.
Merge Duplicate Conversations
If the same customer contacts you from two channels, merge their conversations: open one conversation → ⋮ More → Merge → search and select the duplicate. The full history is preserved.
Resolve & Reopen
Click Resolve (green checkmark) to mark a conversation as done. Resolved conversations move to the Resolved tab. If the customer replies, the conversation automatically reopens.
Warning: Resolving a conversation does not delete it — all history is preserved and searchable.
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