Conversations
Where do I see incoming messages?
Section titled “Where do I see incoming messages?”The main inbox view, filterable by inbox, status, assignee, and more.
What are conversation statuses?
Section titled “What are conversation statuses?”Open (needs attention), Resolved, Pending (waiting on something), Snoozed (reappears at a set time).
How do I assign a conversation?
Section titled “How do I assign a conversation?”Use the assignee panel on the right to pick an agent or team, or let Agent Assignment do it automatically if enabled.
Reply vs. private note?
Section titled “Reply vs. private note?”A reply goes to the customer. A private note is internal-only, and never counts against your message allowance.
Can multiple agents work the same conversation?
Section titled “Can multiple agents work the same conversation?”Yes. Add collaborators for shared visibility beyond the primary assignee.
How do labels work?
Section titled “How do labels work?”Tag conversations with custom categories for filtering and reporting. Settings → Labels.
Can I merge duplicate conversations?
Section titled “Can I merge duplicate conversations?”Yes, from the contact’s profile.
