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Find your way around the Inbox

2 min read Updated October 16, 2026

The Inbox is where you read and answer customer conversations. It is the screen HelpWell opens when no other page is selected.

#The conversation list

Each conversation is one row. A row shows the customer's name, a snippet of the latest message and the time of that message.

The row you have open is filled lavender and its title turns purple.

#The open thread

Select a row to open its thread. The thread shows every message in the conversation, in order. Each kind of message looks different:

You seeWhat it is
A customer bubbleA message from the customer.
The AI agent's name with an "AI agent" labelAn answer from your AI agent. If it used help articles, their titles and collections are listed under the answer.
A teammate bubbleA reply from someone on your team. It shows Seen once the customer has seen it.
A noteA message only your team can see. @mentions are highlighted.
A note starting "Held for review"An email that HelpWell held back. See How customers reach your Inbox.
A line across the threadA timeline event, such as "Riley Park assigned this conversation to Justin Owner."

#The reply box

The reply box sits under the thread. It has two tabs:

  • Reply sends a message to the customer.
  • Note adds a message only your team sees.

The box shows the placeholder "Reply to Jane… Type / for commands", with the customer's first name. Type / to open the commands: /reply, /article, /draft, /translate and /assign.

The toolbar has these tools: Saved replies, Article, Write with AI, Attach a file and Emoji. The toolbar adapts to the width of the reply box:

  • Wide: Saved replies, Article and Write with AI show an icon and a label. Attach a file and Emoji show icons only.
  • Medium: every tool shows an icon only. Hover over one, or focus it with the keyboard, to see its name and shortcut.
  • Narrow: Saved replies and Write with AI stay. Article, Attach a file and Emoji move into a More menu.

The Article tool is hidden when the knowledge base cannot be searched.

To write and send a reply, see Reply to a customer conversation.

#The customer panel

The customer panel shows who you are talking to, including the fields pinned for that customer. Fields that come from LeadFuze carry a LeadFuze badge.

Note

If your role is Viewer, you can read conversations but not write in them.

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