Inbox

Add an internal note and mention a teammate

Leave a private note on a conversation that the customer never sees, and @mention a teammate to notify them.

Assign a conversation to a teammate

Hand a conversation to a specific person on your team and see who owns what.

Draft a reply with AI

Let the AI agent suggest a reply from your help center, then edit and send it yourself.

Find your way around the Inbox

A tour of the Inbox: the conversation list, the open thread, the reply box and the customer panel.

How customers reach your Inbox

The ways a conversation starts: the website widget chat, email replies and messages forwarded from your support address.

Reply to a customer conversation

Write and send a reply to a customer from the Inbox, and see how it reaches them.

See new messages arrive in real time

How the Inbox updates live, and what to do if a conversation does not refresh.

Send images and attachments in a reply

Attach files and images to a reply, and see what customers send you back.

Use saved replies

Insert reusable answers into a reply so you do not retype common responses.

View a customer's profile from a conversation

See who you are talking to, their details and their history without leaving the thread.