Handle conversations clearly

The inbox is where you make decisions. Keep the list on the left, the thread in the centre, and visitor context on the right so you can answer without losing the conversation.

Start with the right queue

Use Needs reply when you are working through the queue. Unassigned is the hand-off list for the team. Mine shows work already assigned to you. Search all messages when a visitor returns with a question from an older thread.

Work a thread

Open a conversation, read the latest visitor message, and check the visitor panel before replying. Use the assignee control to hand it to a teammate, and use Priority when timing matters. Keep internal notes for context that should not be sent to the visitor.

Finish with a clear status

Use the status menu to mark a conversation Pending while you wait for the visitor or Close Conversation when no action remains. Snoozing is a separate action that returns the conversation at the chosen time. The state tells the next person what to do, so set it deliberately.

Habits that help the team

• Write the next action in an internal note before handing off.
• Use a saved search for recurring queues such as billing or urgent VIP conversations.
• Close the thread only after the visitor has a usable answer.