When you’re in inbox, your conversations are filtered on 2 different levels:
Conversations assigned, or not assigned to you
Conversations that are open, in automation or closed
Click on the button in the top left to see the rest of conversation filters.
Inboxes
Once you open the sidebar, you can see your different inboxes, and set the inbox that opens by default. The different inboxes are:
My inbox: Conversations that are assigned to you.
Mentions: Conversations in which you were mentioned.
Not assigned: Conversations without a team or agent assigned.
All conversations: All the conversations from the inboxes above
💡 The number in each inbox display the amount of open conversations for each inbox.
Filters
For each inbox, your conversations are filtered in 3 categories:
Open: Conversations that are unresolved, including automated chats.
In Automation: Conversations of contacts using the AI Concierge or Flows.
Closed: Conversations that are closed (see next section)
Closing chats
Once a customer request is resolved, you can close the chat.
This moves the conversation into the closed folder.
