A guide to the conversations inbox

Last updated: September 28, 2020

Applies to:

All products and plans
After you create your inbox and connect a channel, you can use the inbox to view, manage, and reply to incoming conversations all in one place. In this article, learn about the different features of the conversations inbox and how to use them to manage communication with your contacts.


To search all of your conversations, click the search icon search in the top left. To filter the messages displayed in your inbox, click the Filter dropdown menu and select from the following criteria:

  • Status: filter your conversations based on their open or closed status.
  • Channel: sort conversations based on whether they were created from an email, live chat, Messenger conversation. 
  • Assignee: filter conversations by the specific team member assigned to the conversation.
  • Date: filter conversations that took place over a specific time range. top-nav


All conversations are segmented in different inbox views. These views group conversations by assignee, channel, or filtered status. In the left sidebar, select a view:

  • All conversations: view all your team's conversations in the inbox.
  • Assigned to me: view all conversations that are routed or assigned to you.
  • Unassigned conversations: view all conversations that have not been assigned to an owner.
  • Email: view all conversations that originated from your team's email inbox.
  • Chat: view all conversations that originated from a chat widget on your site.
  • Messenger: view all conversations that originated on a Facebook Business Page with a connected Facebook Messenger account.
  • Forms: view all submissions to a connected support form.
  • Tickets: view all conversations that have an associated ticket.
  • Bots: view all bot conversations that were never or have not yet been assigned to an owner.
  • Filtered: view all emails that are not relevant to your business conversations, such as promotional emails. Any emails received from a role-based email (marketing@, sales@, etc.) will be sent to the Filtered view.
  • Trash: view all deleted conversations. Open a deleted conversation to review the content. If you want to restore the deleted conversation, click Restore rotatei in the top menu. To permanently delete the message, click Delete forever delete.
  • Sent: view all outgoing emails sent from the conversations inbox and from a record in the CRM. Keep in mind that when the recipient replies to the email, the conversation will move to the All conversations view and any other relevant views, such as the Assigned to me or Unassigned view.



Above the filters, click Compose to write an outgoing email directly from your conversations inbox. Learn more about sending and replying to emails from the conversations inbox. conversations-compose-button

List of conversations

In the left panel, view a list of all conversations in your selected view, with the following details:

  1. The name of the contact who started the conversation.
  2. The email subject line or a preview of the chat transcript.
  3. The date stamp of when the email or chat was opened.
  4. A label to indicate which channel the conversation is from.list-of-filtered-conversations
  • Click a conversation to open a detailed view of the thread on the right.
    • To select a user to assign the conversation to, click the Assignee dropdown menu at the top left.
    • If the conversation has an associated ticket, click the ticket name above the conversation to open the ticket record in another browser tab. 
    • To send a copy of the chat transcript, delete the conversation, block a sender, or mark the conversation as spam, click the More dropdown menu in the top right. 
      • When you block a sender, the conversation will move to your Filtered view in your inbox. You can choose to unblock a sender from your Filtered view so future conversations are visible in your inbox.
        • For chats, moving forward, the visitor will see the chat widget when they visit your site, but their new messages will not appear in your inbox.
        • For emails, this will filter the thread and all incoming threads from this sender moving forward.

Please note: if you mark an email conversation as spam, this will filter the current thread only

    • To forward an email conversation to another team or organization outside of your company, at the top of the most recent email reply, click Forward
    • To mark the conversation as closed, click success Mark as closed.


  • In the reply editor at the bottom of the conversation, you can reply to incoming emails or live chat with your website visitors.
  • If you want more space to respond to the conversation, you can collapse the right or left panel by clicking the last icon at the top of the panel, and expand the panel again by clicking the first icon.

Please note: in bot conversations where the visitor has not reached the bot's Send to team member bot action, the conversation cannot be marked as closed until after 30 minutes of visitor inactivity.

  • To delete or close your conversations in bulk:
    • Hover over the conversations and select the checkboxes next to the threads you want to edit.
    • At the top of the inbox, select Delete or Mark as closed.


About and associated records

In the right sidebar, view contextual information about the associated contact, the associated ticket, and the contact's past conversations with your company. Click to expand each section and view the additional details.


  • Contact: to dissociate the contact from the thread, click the next to the contact's name. To open the contact record in another browser tab, click the name of the contact. On the contact record, you can send a one-to-one email, make a call, add a note, create a task, or schedule a meeting with the contact. 
  • Ticket: to view additional ticket information, click View more on the ticket card. In the panel that opens on the right, click Edit the shown properties to customize the properties that display in the Ticket details panel. This will not update the properties that appear on the Ticket card in the inbox. If the conversation does not have an associated ticket, click Create ticket. Learn more about managing tickets in the inbox.
  • About this contact: the contact properties that appear here are the same as the properties on the About card on the contact record. To edit the contact properties that appear, hover over the information icon info then click Edit properties.
  • Other conversations: view previous conversations between the contact and your team.
  • Other tickets: view the contact's additional associated tickets.
  • Past feedback: view the contact's past feedback from a customer loyalty survey, customer support survey, or customer satisfaction survey.
  • Deals: to create a deal record to track any revenue opportunities from this conversation, click Create a deal.
  • Company: view the contact's associated company record.

Reply and comment

Use the reply editor to respond to an incoming email or chat message, or use the Comment tab to notify another team member of the conversation.


In the lower-left corner, you can turn your chat availability status on/off. Next to your avatar, click Change to away or Change to available.  


When you're away, you will still appear available for any open chats that are currently assigned to you, but you'll appear away to new incoming visitors. 

Inbox settings

In the lower-left corner of the inbox, you can quickly access your inbox settings to edit. You can edit inbox-level settings or settings specific to your email or chat channel. Learn more about editing your inbox. access-inbox-settings-in-inbox