Managing Conversations

Once your shared inbox is receiving messages, your team can view, reply to, and manage conversations collaboratively.

Viewing Conversations

The conversation list shows all conversations for the selected inbox, organized by status:

• Active — Open and pending conversations that need attention
• Snoozed — Conversations hidden until a scheduled time
• Closed — Resolved conversations

Use the search bar at the top to filter conversations by subject or sender.

Replying

1. Open a conversation from the list
2. Select Reply to email below the message, or use the message's reply action, to open the email composer
3. Type your reply and click Send

Replies are sent from the inbox's connected email address, not your personal address.

Internal Notes

Add comments that are visible only to your team — they are never sent to the external contact.

1. In the conversation detail, switch to the Note tab in the composer
2. Type your note and optionally @mention teammates
3. Click Add Note

Internal notes appear in the team conversation timeline and in the Note tab below the message. You can also read them in the right sidebar. Unsent notes are saved in your browser as you type.

Assigning & Claiming

• Claim — Click the claim button to assign the conversation to yourself
• Assign to teammate — Open the menu beside the Reply and Note tabs, search for an inbox teammate, and select their name. Use the same menu to reassign a conversation.

The assignee is displayed in the assignment menu and the team conversation list so the team knows who's responsible.

SLA Countdowns

Configure reply and resolution targets and optional business hours in Inbox settings. The list then shows Reply SLA and Resolution SLA columns for the targets you enabled, including in mail folders for synced conversations.

Countdowns refresh every minute and use the inbox's configured business hours. They show time left, Due now, or time overdue. The reply target runs while an open conversation is waiting for a team response; pending and snoozed conversations show Paused. The resolution target continues until the conversation is closed. Closed conversations show Closed.

A dash means timing data is not yet available, such as an email that has not synced into a conversation. Disabled targets do not add columns to the list.

Closing & Reopening

• Close — Mark a conversation as resolved. It moves to the Closed tab.
• Reopen — If a customer replies or the issue isn't resolved, reopen the conversation to move it back to Active.

Snoozing

Snooze a conversation to temporarily hide it and have it reappear later.

1. Click the snooze icon on a conversation
2. Pick a time — later today, tomorrow morning, next week, or a custom date/time
3. The conversation moves to the Snoozed tab and reappears in Active when the snooze expires

Real-Time Collaboration

Shared Inbox uses real-time presence so your team can work together without stepping on each other:

• Viewing indicators — See avatars of teammates currently viewing the same conversation
• Live updates — New messages, status changes, and assignments appear instantly without refreshing

Priority

Conversations can be tagged with a priority level: Urgent, High, Normal, or Low. Priority badges are shown in the conversation list and header to help your team triage effectively.

Unread Counts

Each inbox shows a badge with the number of unread conversations. Opening a conversation automatically marks it as read.