Inbox and conversations
Inbox and conversations
Channels, support modes, assignment, tags, saved replies, and notes.
Inboxes and channelsHow mailboxes group conversations by channel and carry the routing, SLA, and workflow defaults for everything that lands in them.Working a conversationAssignment, priority, tags, internal notes, and saved replies: the everyday tools for moving a conversation to resolved.Support modes and statesThe difference between a conversation state and its support mode, and how the hybrid AI-to-human machine moves a conversation between them.