Inbox & Conversations
Everything you need to manage, reply to, and organize your conversations in one place.
13 articles
Inbox Overview
A tour of the four-panel inbox layout - app picker, conversation list, message thread, and contact sidebar.
Replying to a Conversation
How to send a reply, attach files, use shortcuts, and send a rich formatted message.
Private Notes and @mentions
Leave internal comments on a conversation that are only visible to your team, and tag teammates with @mentions.
Resolving and Reopening Conversations
Mark conversations resolved when done - they reopen automatically if the customer replies again.
Pending Status and Reminders
Mark conversations as pending when you're waiting on the customer, and set reminders to follow up at the right time.
Assigning Conversations
Manually assign a conversation to a specific agent, or let routing rules handle it automatically.
Tagging Conversations
Add tags to conversations to categorize them and filter your inbox by topic or type.
Saved Views
Save a set of inbox filters as a named view so you can jump back to the same filter with one click.
Live Translation
Reply in your language and customers read the message in theirs, automatically.
Deleting Messages
Who can delete messages, what happens when a message is deleted, and what customers see.
Escalating to Engineering
Route a conversation to engineering when it needs a technical answer, a bug fix, or a feature request - with priority, an owner, and a live SLA badge.
Conversation Statuses
The three conversation statuses in Convot - Open, Pending, and Resolved - what each means and how it gets set.
Starting a Conversation
Reach out to a contact proactively by starting a new conversation from the inbox - no inbound message needed.