Inbox

Working on Multiple Conversations at Once

Use minimized conversation windows to keep several chats open at the same time without losing your place in the main Inbox.

Understanding SLA Policies and Deadlines

Learn how SLA policies set response and resolution deadlines per inbox, and how the countdown and breach warnings work in the conversation view.

Labels

Labels help you organise conversations by type or status, while SLA (Service Level Agreement) policies define response and resolution targets so your team knows which conversations need attention first.

Assigning Conversations to Teammates

Learn how conversation assignment works, how to filter by assignee, and how per-agent visibility restrictions affect what teammates can see.

Canned Messages

Canned Messages help your team respond faster by providing pre-written reply templates that agents can quickly insert into conversations. Instead of typing the same responses repeatedly, agents can select a saved template, customise it if needed, and send it in seconds.

Notes vs. Replies: Talking Internally and With Customers

Understand the difference between an internal note and a customer-facing reply, and when to use each one.

Managing Conversation Status and Priority

Understand the four conversation statuses in your Inbox, how priority works, and how to use both to keep your team focused on what matters most.