The Inbox is where your team reads and answers customers from every connected channel. This article explains how the screen is laid out and the few ideas — tickets, tabs and queues — that everything else builds on.

The screen

Open Inbox from the rail. A row of tabs at the top moves between its parts: Conversations, Reports, Queues and Settings. You only see the parts your role allows, so an agent often sees just Conversations and a Settings page with their own preferences.

Your conversations on the left, the conversation in the middle, the customer on the right.

1. 1Conversation list
2. 2Conversation
3. 3Composer
4. 4Customer

Conversations has three panes:

Pane	What it shows
List (left)	The tickets you can work, with tabs, search and filters above them.
Conversation (middle)	The messages, the toolbar for status, assignee, priority and labels, and the composer.
Contact panel (right)	Who the customer is. See The contact panel.

On a narrow screen only one pane shows at a time, and a back button returns you to the list. Press Alt + O to hide or show the contact panel.

Tickets and conversations

Each row in the list is a ticket: a piece of work with a status, an owner, a priority and, if your organisation uses them, SLA clocks. The conversation is the message history behind it, numbered in the row as Conversation #1234.

The two usually line up one to one, but not always. If a customer writes again after their ticket was resolved or closed, one of two things happens. Inside your organisation's reopen window the old ticket reopens. After it, the new message starts a new ticket. So one customer's history can show several rows. See Auto-resolve and the reopen window.

The tabs

The tabs above the list decide whose tickets you see. Each shows a count.

Mine, Unassigned and More decide whose conversations the list shows.

1. 1Mine
2. 2Unassigned
3. 3More
4. 4All

• Mine — tickets assigned to you.
• Unassigned — tickets nobody holds yet. This is where work waits when no one is online or a queue holds tickets for manual pickup.
• More — opens All (every ticket you can see), Following (tickets you follow) and Mentioned (tickets where a colleague named you in a note). Following and Mentioned appear when your workspace supports them.

Your last tab and status filter are remembered for your account on that browser. When you apply an advanced filter, the tabs and search pause until you clear it.

Reading a row

A row shows the customer's name, a preview of the last message, the channel and the time. Small markers add what matters at a glance:

Each row shows who wrote, when, and the latest message.

• A badge with the number of unread messages, which shows 9+ above nine. Right-click a row and choose Mark as read to clear it.
• The priority, when it isn't the default.
• The conversation's language, when one is detected.
• A SLA pill counting down to the next deadline, or showing it as overdue or paused.
• A wait reason when the ticket is held, such as Queue closed, Nobody online, Everyone is full or Nobody works this queue.
• Also viewing, an eye icon with a count, when a colleague has the conversation open. Hover it to see their names.

Right-click any row for quick actions: open in a new tab, copy the conversation link, assign to me, resolve, snooze, set priority, add a label, move to a queue and run a macro.

Your load

Under the list on the Mine tab, Your load shows how many tickets you hold against the most you can take, for example 3/5. Your limit is set per agent. See Agents and capacity.

Where conversations come from

A channel line, such as a WhatsApp number or a Web Chat, lands new conversations in one queue. The queue's agents are offered each ticket in turn when Auto-assign conversations is on; otherwise it waits in Unassigned for someone to pick it up. If an AI agent answers first, the ticket appears only after it hands over.

The tab title shows your unread count, for example (3) Conversations, so you can keep the Inbox in a background tab.

Next steps

Reply to a conversationWrite, format and send, and what to do when you can’t.Search and filter conversationsFind a ticket fast, and save the filters you reuse.Queues and routingHow conversations land, who works them and when.