Inbox & people
Work a conversation from first reply to resolution
Use assignment, internal context, fast replies, and resolution as one flow.
Updated May 2026 · About 2 min read
Open Inbox and choose a conversation. The thread stays alongside visitor context so you can answer without losing who the visitor is or what they were viewing.
A reliable inbox flow
- Assign the conversation to yourself or the teammate who will own the next response.
- Review the visitor identity, page, tags, and previous conversations.
- Reply directly, insert a saved reply, or use AI Assist to prepare a draft.
- Resolve the conversation when no follow-up remains.
Replies appear optimistically so the inbox stays fast. If delivery fails, use the inline retry rather than composing the message again. Resolve also supports undo and can move you to the next conversation.
Keyboard-heavy teams can use the command palette, two-key navigation shortcuts, bulk selection, and density controls from the inbox.
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