Work the inbox

At the end of this page, your queue is sorted your way, your go-to filter is saved, and you can take over from the agent.

Before you start

Before you start, sign in to the dashboard and select the organization you want to work in.

You need a live-chat seat. See Live-chat overview and seats.
An Admin must add you to at least one inbox. See Set up inboxes.
Replying, private notes, and the Resolve conversation dialog are covered in Use the Agent Workspace.

The inbox layout

Open Conversations from the sidebar. The screen has four columns, left to right:

Column	What it holds
Views rail	The Live and Test toggle, the views, Inboxes, Labels, and Saved Filters.
Conversation list	The Search conversations… field, the Mine, Unassigned, and All tabs, sort, filter, and bulk selection.
Conversation pane	The open thread and the composer.
Details rail	The end user profile and the conversation details.

Conversations update in real time, so new messages appear without a refresh. You can drag the right edge of the conversation list and of the details rail to resize them. If you hold a seat but see No inbox assigned yet, ask your Admin to add you to an inbox. The empty state reads Ask your admin to assign you to an inbox so you can start handling conversations.

Pick a view

The views rail narrows what the conversation list shows:

Rail item	What it shows
All Conversations	Every conversation in the inboxes you belong to.
Mentions	Conversations where another human agent mentioned you with `@`.
Participating	Conversations you follow.
Unattended	Conversations waiting for a human, plus conversations a human agent joined but never replied to.
Inboxes	One row per inbox. Empty state: No inboxes yet.
Labels	Labels marked to show on the rail. Empty state: No labels yet.
Saved Filters	Your saved filters. The section appears once you save at least one.

The Live and Test toggle at the top of the rail switches between real conversations and test conversations from the agent test panel. In Test mode the list header and the search dialog show an amber Test mode badge. The rail footer holds your availability status, an Admin-only Analytics row that opens the inbox analytics view, Notifications with an unread badge, and Settings. See Assignment and availability for the availability dropdown.

Work the queue tabs

The conversation list has three tabs, each with a live count:

Tab	What it queues	Empty state
Mine	Conversations assigned to you.	No conversations assigned to you
Unassigned	New conversations waiting for triage.	No unassigned conversations
All	Every conversation in the current view. Cards on this tab also show the assignee name.	No conversations yet

Each card shows the inbox name, a priority pill, a status pill, the end user name, the last message, and label chips. A bold name and a dot beside the time mark an unread conversation. Hold the pointer over a Resolved pill to see who resolved the conversation and when. When new conversations arrive above your scroll position, a banner reads 3 new conversations · click to scroll up. Select it to jump to the top.

Sort the list

Select the sort button above the list

The tooltip reads Sort conversations. A dot on the button means a non-default sort is active.

Pick a Status

Options are Open, Pending, Snoozed, Resolved, Abandoned, and All. Open is the default.

Pick an Order by option

For example Last activity: Newest first, Priority: Highest first, or Pending Response: Longest first.

The Order by list covers last activity, created time, priority, and pending response time in both directions. The last option, Priority + Created: Oldest first, puts the oldest urgent conversation at the top. A Reset button appears when you change either control. The sort popover is hidden while a filter is active, because the filter owns the list.

Filter the list

Select the filter button above the list

The tooltip reads Filter conversations. The Filter conversations dialog opens.

Build a condition row

Each row combines an attribute, a comparison, and a value. For example Priority, Equal to, Urgent.

Add more rows with Add filter

Join rows with the AND or OR pill between them. Select a pill to switch it.

Select Apply filters

The list now shows only matching conversations. Clear filters removes every condition.

Filter conversations dialog with two condition rows, Priority equal to Urgent and Labels equal to billing, joined by an AND pill, with Add filter, Clear filters, and Apply filters buttons

Built-in attributes cover Status, Assignee, Priority, Inbox, Labels, Channel, and the dates Created at, Last activity at, and Waiting since. The attributes First referrer, Last referrer, Browser language, Country, and City target the end user session. Your custom attributes appear below with a custom tag. The comparison options depend on the attribute. They include Equal to, Not equal to, Is present, Contains, Is greater than, and Days before. While a filter is active, the filter button shows a dot and a red Clear filters X appears beside it.

Save a filter

Apply the filter combination you want to keep

A bookmark button with the tooltip Save filter appears beside the filter button.

Select Save filter and name it

The popover asks Do you want to save this filter?. Enter a name such as Urgent billing, then select Save.

A toast confirms Saved “Urgent billing”, and the filter appears under Saved Filters in the views rail. While it is selected, pencil and trash buttons replace the filter button.

The Edit saved filter dialog

The pencil button opens the Edit saved filter dialog. It is the filter dialog with a Name field at the top and a Save changes button. Save changes stays disabled while the name is empty. A toast confirms Filter updated.

The Delete saved filter dialog

Deleting a saved filter is permanent. Conversations are not affected, only the filter itself.

The trash button opens the Delete saved filter dialog. Confirm with Delete. A toast confirms Filter deleted. You can also right-click a saved filter in the views rail to delete it.

Search conversations

Press / or select Search conversations... above the list

The search dialog opens with the placeholder Search conversations, messages, users….

Type a keyword, an end user name, or message text

Results group under Users, Conversations, and Messages, each with a count.

Narrow the results with the chips

Sender picks a human agent or an end user. Inbox picks one inbox. Date range picks a period.

Open a result

Move with the Up and Down arrow keys and press Enter, or select the result.

Search dialog with the search field, Sender, Inbox, and Date range chips, and the message Start typing to search. Recent searches will appear here.

Before you type, the dialog reads Start typing to search. Recent searches will appear here. Once results load, tabs for All, Conversations, Users, and Messages switch the scope. On the All tab each group shows a few hits, and a view more link opens the full group. The Date range chip offers Last 7 days, Last 30 days, Last 60 days, Last 90 days, Today, Yesterday, and a custom range. Clear filters removes every chip. When nothing matches, the dialog reads No results found and suggests a different keyword, end user name, or message text.

Pick up a conversation

New conversations arrive on the Unassigned tab. Automatic assignment moves them to a human agent’s Mine tab when an inbox routes that way. See Assignment and availability. To pick one up yourself, open it. What you see above the composer depends on who controls it:

Situation	What you see	What to do
The agent is replying	You’re observing this conversation. Take over to reply.	Select Take over conversation. The list switches to Mine and the composer unlocks.
Another human agent holds it	This conversation is assigned to Jordan Lee.	Select Reassign to me and confirm Reassign. Jordan is unassigned.
It is assigned to you	The composer	Reply. See Use the Agent Workspace.

Admins can also assign any conversation to any human agent from the card menu or from the Assigned Agent section of the details rail.

Return a conversation to the agent

The dashboard has no control that hands a conversation back to the agent. See What happens after the handoff.

Act on one conversation

Hold the pointer over a card and select the kebab button, or right-click the card. The Conversation actions menu opens. Items depend on your role and the conversation status:

The Resolve button in the conversation header with its dropdown open, showing Mark pending and Snooze

Action	What it does
Assign label	Applies or removes a label. Applied labels show a check mark.
Assign agent	Admin only. Picks a human agent, or Unassigned to release the conversation.
Resolve	Opens the Resolve conversation dialog. Available while a human agent controls the conversation.
Reopen	Reopens a resolved, abandoned, or pending conversation and moves it to Mine. A conversation that a campaign reply replaced cannot be reopened while the new conversation is still open. Open the new conversation instead.
Mark pending	Parks an active conversation as pending.
Snooze	Hides it for 1 hour, 4 hours, Tomorrow morning, or Next week.
Priority	Sets Urgent, High, Medium, Low, or None.
Mark read / Mark unread	Toggles the unread state.
Mute / Unmute	Silences the in-tab sound alert for this conversation. Email and push preferences are unchanged. See Notifications.
Copy link	Copies a direct link. A toast confirms Link copied.
Open in new tab	Opens the conversation in a new browser tab.

Priority also shows as a pill on the card and works as a filter and sort signal. Members without a seat see only Copy link and Open in new tab, plus Assign agent for Admins.

Apply labels

Labels are created by an Admin. See Set up labels. Admins can also select the plus button beside Labels in the views rail to open the Create label dialog. You can apply an existing label in four places:

Place	How
Card menu	Assign label, then pick the label. Pick it again to remove it.
Details rail	Expand Labels. Tick a label under Assign labels, or select the X on a chip to remove it.
Bulk action bar	Label, then pick one label for the whole selection.
Resolve dialog	Add labels (optional) while resolving.

Applied labels show as chips on the card and in the details rail. Selecting a label in the views rail lists every conversation that carries it.

Run bulk actions

Select conversations in the list

Hold the pointer over a card avatar and tick the checkbox that replaces it.

Use the action bar at the bottom

A pill appears with the count, for example 4 selected, and the action buttons.

Pick an action

Resolve asks Resolve 4 conversations? first. Assign, Label, and Priority open a picker.

Bulk action	What it does
Resolve	Resolves the selection after you select Confirm. Conversations the agent still controls are skipped, and the toast reports the skipped count.
Assign	Admin only. Assigns the selection to one human agent.
Label	Applies one label to the selection.
Priority	Sets Urgent, High, Medium, or Low on the selection.

Large selections continue in the background. The toast then reads, for example, Resolving 40 conversations in the background. The X on the left of the bar clears the selection.

Read the details rail

The details toggle in the conversation header shows or hides the rail. The header shows the end user profile with email and phone, or Not available when missing. Below it, accordion sections summarize the conversation:

Section	What it holds
Assigned Agent	Admins pick a human agent from a searchable picker. Others see the name or Unassigned.
Priority	A priority picker, collapsed by default.
Labels	Applied label chips with a remove X, plus the Assign labels list.
Conversation info	Landing page, referrer, UTM values, device, browser, and country. Appears only when data exists.
Participants	Human agents following the conversation, with a Follow conversation link and a Manage participants button.
Conversation attributes	Structured key-value data on this conversation. Empty state: No attributes set.
User attributes	Structured key-value data on the end user.
Previous Conversations	Earlier conversations from the same end user. Selecting one switches the pane to it.

Keyboard shortcuts

Keys	Where	What happens
`/`	Anywhere outside a text field	Opens the search dialog.
Up and Down arrows	Search dialog	Move between results.
Enter	Search dialog	Opens the highlighted result.
Esc	Search dialog	Closes the dialog.
Enter or Space	A focused card	Opens the conversation.
Enter, or the modifier key plus Enter	Composer	Sends the reply, depending on the Hotkey to send messages setting.

The send key is set under Settings, then Preferences, in the Hotkey to send messages card. See Use the Agent Workspace.

Verify

Open Saved Filters in the views rail and select your saved filter. The list shows only the conversations that match, and the sort popover stays hidden while the filter owns the list. Press /, type an end user name, and open the result with Enter.

Welcome

Core concepts

Guides

Developer

Before you start

The inbox layout

Pick a view