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The Inbox is the primary place agents live: a single list of every Conversation across every channel, with filters, assignments, and bulk actions. It reads and writes the same Conversation model documented in Data Structures → Conversations.

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What you see

  • One row per Conversation, regardless of channel.
  • A small icon on each row showing the channel(s) involved.
  • Last activity timestamp, assigned user, and unread state.
  • Quick actions: reply, assign, snooze (return to inbox), close.

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Inbox layout

The Inbox is a Surface backed by the Conversation object. The default view shows all open conversations assigned to you; saved views in the sidebar give you alternates (My team’s queue, All open, Awaiting first response, etc.).

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Real-time updates

Updates propagate in real time. When a teammate assigns themselves to a Conversation or sends a reply, you see it in your Inbox without a refresh. Presence indicators show who else is currently looking at a thread.

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See also