Inbox
Assign and resolve.
Decide who handles a conversation, and close it when it's done.
Assign a conversation
In the details panel on the right, pick a teammate under Assignee. They see it in their Mine view. Choose Unassigned to clear it. Assign to me in the conversation's ⋯ menu is a shortcut for yourself. Taking over a conversation also assigns it to you.
Resolve a conversation
When a customer's question is settled, press Mark resolved in the details panel, or choose it from the ⋯ menu. The conversation moves to the Resolved view. If the customer writes again, it opens again by itself and the AI answers.
To continue a resolved conversation yourself, press Reopen.
Mark as unread
Opening a conversation marks it as read. To come back to it later, choose Mark as unread in the ⋯ menu. It gets its dot back in the list.
The conversation menu
| Action | What it does |
|---|---|
| Assign to me | Makes you the assignee. |
| Hand back to AI | The AI answers new messages again. Shown while a teammate is handling it. |
| Mark resolved / Reopen | Closes the conversation, or opens it again. |
| Mark as unread | Shows it as unread in the list. |