Inbox
Inbox is the shared queue for customer conversations. Use it when support, sales, or success teams need to work from the same set of inbound messages instead of personal inboxes.
Core concepts
Section titled “Core concepts”An inbox is the queue and policy container. It can represent a support, sales, general, or success queue. Inboxes define how conversations should be routed, assigned, and measured.
Channel account
Section titled “Channel account”A channel account is the connected communication endpoint, such as an email inbox or messaging channel. Messages from a channel account become conversations in Workstation.
Conversation
Section titled “Conversation”A conversation is the thread your team works on. It has a status, priority, assignee, messages, internal notes, timestamps, and links to related CRM records.
Conversation statuses
Section titled “Conversation statuses”Use statuses to keep the queue clear:
| Status | Meaning |
|---|---|
| New | A conversation has arrived and has not been handled yet. |
| Open | The team is actively working on it. |
| Pending | The team is waiting for a customer or another dependency. |
| Snoozed | The conversation is hidden until a later time. |
| Resolved | The issue or request has been handled. |
| Closed | The conversation is finished and should not need more work. |
Status tells the team where the conversation is in the process. Assignment tells the team who owns the next step.
Working the queue
Section titled “Working the queue”- Open Inbox from the Operations section.
- Choose the inbox or conversation view you need.
- Open a conversation.
- Assign it to the right owner when needed.
- Reply to the customer or add an internal note.
- Link the conversation to a Contact, Account, Ticket, or Deal when context matters.
- Resolve or close the conversation when the work is complete.
Replies and notes
Section titled “Replies and notes”Use replies for customer-facing messages. Use notes for internal context, handoffs, or investigation details that should not be sent to the customer.
Good notes explain what happened and what the next person should do. Avoid using notes as a replacement for clear status and assignment.
Snoozing conversations
Section titled “Snoozing conversations”Snooze a conversation when it should disappear from the active queue until a known time. For example, snooze a thread until the customer’s promised follow-up date.
Do not snooze work just to remove it from view. If no more action is needed, resolve or close it.
Related records
Section titled “Related records”Link conversations to related records so users can see the customer history from the right place: