Inbox

Inbox holds every conversation, whether the agent is handling it or a person is.

#The queue

Conversations are listed with who they are from, where they started and their state. Those waiting for a person are marked, so nobody misses a handover.

#Working a conversation

• Assign it to a teammate, or transfer it to another.
• Set its priority and add tags.
• Leave internal notes. Visitors never see them.
• See what the agent understood, and the source behind each of its answers.

#From conversation to record

From a conversation you can create the customer record it belongs to, and identity details a visitor gives are kept with them. See Customers and leads.