# Inbox

> Work conversations with your team: assign, prioritise, tag and note.

- Canonical page: https://synconone.com/docs/inbox
- Section: Customer experience
- Updated: 2026-10-22

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](https://synconone.com/docs/customers-and-leads).