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

Open a conversation from the list
Type your reply in the composer at the bottom
Click Send — the reply is sent via the connected channel (email or SMS)

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.

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

Internal notes appear in the conversation timeline with a distinct style so they're easy to spot.

Assigning & Claiming

Claim — Click the claim button to assign the conversation to yourself
Assign — Use the assign action to hand a conversation to a specific team member

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

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.

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

Snoozed conversations automatically return to the Active tab at the scheduled time. If the customer replies before the snooze expires, the conversation is un-snoozed immediately.

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.