Unified Inbox
Every channel lands in Conversations, and a customer is always one continuous thread — switching from web chat to SMS does not fork the history.
Daily workflow
- Pick a filter: Mine, Unassigned or All
- Open a conversation and reply with Send (Ctrl+Enter)
- Use Private Note for internal context
- Assign, label or reprioritise from the header
- Press Resolve when finished
More Actions
The "…" menu offers Block Customer, Send Transcript, Request a review and (on payments-enabled plans) Request payment.
Automation handoff
New inbound messages create intents that feed Journeys, AI Employees and the Next-Best-Action queue.