Using the Inbox
Open, review, and act on customer conversations from the shared inbox.
Use the inbox to move from "a customer contacted us" to "someone has handled it".
Basic workflow
- Open the inbox from your workspace.
- Select a conversation from the list.
- Read the latest message and previous context.
- Review any suggested next action.
- Draft, approve, assign, archive, or follow up as appropriate.
When to pause
Pause before sending if the customer asks for pricing, legal commitments, policy exceptions, or anything that could affect safety, privacy, or trust.