Inbox sections
On this page
The Inbox consolidates all conversations from your customers on a single screen. The left panel organizes conversations into sections; the center displays the list for the selected section and the open conversation, while the right panel shows the customer’s details.
- Open your InboxView your conversations by section
- New ConversationSend the first message to a customer
- Team GroupsManage the groups that make up team boxes; team management permission is required
- Saved ViewsSave your own filters as sections
Screen Layout
When you click the Inbox icon in the left menu, a sidebar opens next to it. The labeled sections (BLE AI, Team Boxes, Teammates, Channels, Views) open and close like folders; your preference is saved in your browser. The "Predefined Replies" row at the bottom of the panel opens the list of predefined replies for users with permission to edit them.
The name of the selected section appears in the list column header. To the left of the name is the Hide List button, and to the right are the magnifying glass (Search Conversations) and + (New Conversation) buttons. You can adjust the width of the list and the Details panel by dragging the column borders. On narrow screens (phones, small tablets), the list fills the entire screen; when you tap a conversation, it opens in full screen, and the back arrow in the top-left corner takes you back to the list.
Top block
| Section | What does this show? |
|---|---|
| Your Inbox | Assigned, open, or pending calls |
| Topics Covered | Conversations mentioned in an internal note that you haven’t opened yet |
| Items you've opened | Conversations saved with you as the creator (open and closed) |
| All | All open and closed conversations (excluding spam and postponed ones) |
| Unassigned | Open conversations not yet assigned to anyone |
| Pending Items | Calls for which the deferral period has not yet expired |
| Closed | Closed conversations |
| Spam | Conversations marked as spam or caught by the spam filter |
Calls you initiate from the New Call screen appear in your Inbox section because they are assigned to you; they do not currently appear in the "Calls You Started" section.
Conversations are automatically removed from sections: a closed conversation moves to "Closed"; when you open a conversation you were mentioned in, it is removed from "Mentions"; an assigned conversation is removed from "Unassigned"; and a conversation you marked as "Not Spam" is removed from "Spam."
BLE AI block
- All AI conversations — All conversations involving BLE AI.
- AI-resolved — Calls handled by BLE AI that ended without any agent intervention.
- Agent input required — Conversations where BLE AI couldn’t find an answer and a team member needs to review them.
- Transferred Conversations — Conversations that BLE AI has transferred to an agent. When an agent responds to a conversation being handled by the AI, that conversation is also moved here.
- Customer Awaiting Response — Conversations in which BLE AI has responded and is awaiting the customer’s reply.
Team, Person, and Channel Blocks
- Team Inboxes — Open conversations for each team group. If there are no groups in the workspace, a default group is automatically created when the inbox is first opened. If you do not have permission to view team members, you will only see the teams of which you are a member.
- Team Members — Open chats assigned to each active member of the workspace. This block is visible only to those authorized to view team members.
- Channels — Open conversations sorted by the entry point: Live Chat, Email, Website, Phone, Web Form, WhatsApp, Instagram, Messenger, Telegram, and Apple Messages. Channels you haven’t connected yet also appear in the list. The "Website" row displays conversations that do not carry channel information, such as requests opened from the help center.
- Views — The views you have saved. No numbers are displayed next to them.
Numbers and unread indicator
The number to the right of each row indicates the number of conversations in that section; zero is displayed in gray. Closed and archived conversations are not counted. Team, teammate, and channel rows count only open conversations.
In the list, the customer’s name appears in bold for unread conversations, and a dot appears to the right of the line. A conversation is considered unread if the customer’s latest message was received after you last opened that conversation; read status is tracked separately for each agent. Opening a conversation marks it as read; you do not need to mark it separately. The number next to the Inbox icon in the left menu represents the total number of unread conversations that are not closed, marked as spam, or postponed; if the menu is collapsed, a dot appears instead of the number.
What happens when a section opens
- When you select a section, the conversation at the top of the list opens automatically. If the section is empty, it displays "No conversations in this view" and the New Conversation button appears.
- If you navigate to another section while a call is active, the call remains open; only the list changes.
- The list is sorted with the most recent conversation at the top; when a new message arrives, that conversation moves to the top of the list. The "Conversations You Started" section is sorted by creation date.
- When you log in to the CRM, the most recent conversation in your default section (initially your Inbox) opens.
Search the list
- Open the search — Click the magnifying glass icon in the list header; the search box appears at the top of the list.
- Type — Results update as you type;
Enterruns the search without waiting. - Select a scope — When you type something, the "All," "Messages," and "Contacts" tabs appear below the box; each tab displays its own count of results.
- Close —
Escor the X button closes the search and removes the filter.
Messages are searched for only within the currently open section, in the conversation subject and message text; if you are in the "Closed" section, it searches closed conversations. The "Contacts" section checks customer records for name, email, and phone number independently; enter at least 3 digits to make a phone call. It displays all conversations first, followed by up to 5 people.
Search results match exact words: type the entire word, not just part of it.
When you click on a person, the search closes and the list narrows down to that person’s conversations in this section. The person’s name appears under the header with the “Person” label; clicking the X closes the filter.
The Search box on the panel is different: it searches for conversations, customers, articles, tags, and pages across the entire CRM. For details, see the article “Search Everything from One Place.”
Frequently Asked Questions
How do I add a meeting to the "Pending" section?
There is currently no "postpone" button on the panel; meetings can be postponed via the CRM’s developer API. A meeting whose postponement period has expired automatically returns to its normal stages.
Why did a conversation disappear from your Inbox?
It may have been closed, transferred to someone else, marked as spam, or postponed. You can find it in the "All" or "Closed" sections.