Use the Inbox in Communication to focus on the conversations that need attention.
Choose the conversation type
Open Communication from the left navigation.
Select Customer chats to work with customer conversations.
Select Employees to work with direct and group conversations between colleagues.
In Customer chats, use All, Mine, or Unread.
In Employees, use All, Groups, or Unread.
Mine limits customer conversations to those assigned to you. Groups shows internal conversations with three or more participants.
Narrow the queue
Enter a customer, group, or employee in the queue search field. The type of information searched depends on the selected conversation mode.
Select the filter icon to choose one or more tags.
Select an active filter chip to review or clear that filter.
Clear the search field and filters to return to the complete queue.
Use Search conversations and messages when you need to find text inside messages or restrict results by date.
Review and open a conversation
Check the unread dot and highlighted row to identify new messages.
Review the latest-message preview, tags, time, and participant avatars.
Select the eye icon to preview a conversation without opening it.
Select the conversation row to open the complete timeline and context.
Open the row menu to mark the conversation as unread when you want to return to it later.
Only the owner can delete an internal conversation. Deleting it removes the conversation and its messages for every participant.