Inbox, Custom Views, and an agent day
How agents work conversations day to day: find work, save Custom Views, reply, assign, hold, and close.
What it is
The Inbox is your main workspace. Every customer conversation, from every channel, lands here. Open Inbox from the left menu.
The screen has three parts:
Left: navigation (tabs, queues, saved views, channels)
Middle: conversation list
Right: the open conversation plus the customer's details
Left tabs
Mine: conversations assigned to you
Mentioned: conversations where a teammate @mentioned you in a note
All opened / All closed: every open or closed conversation (if your role allows)
Hold: parked conversations, grouped by hold label
Chatbot assigned: conversations currently handled by an AI agent
Find conversations
Filter: click the filter (sliders) icon and choose any combination of Date, Contact, Agent, Disposition, Queue, Direction, or Channel.
Sort: switch Newest to Oldest or Oldest to Newest.
Open type: show All, Opened, or Re-opened.
Search: click the search box, choose Contact, Messages, or Case ID, type at least 2 characters, and pick a result.
Save a Custom View
What it is: A shortcut that remembers a set of filters, so you can jump back to "your working queue" in one click.
In the left menu, find Custom View and click + (Save current filters as view).
Give it a name.
Choose the filters: Status, Open type, Channels, Queues, Assigned agents, Tags, Hold status, Direction, Disposition, Date range, Sort order.
Click Save. Click the view any time to apply it; use its menu (⋮) to Edit or Delete.
Example: create "My WhatsApp Billing" = Status Open, Assigned to me, Channel WhatsApp, Tag Billing.
Reply to a customer
Open a conversation.
Type your message in the reply box, add emoji or attach a file.
Press send.
If you cannot reply, the box tells you why (for example "Take the assignment first, then click Assign to me", or "This channel has been disconnected, then click Go to setting").
Internal notes and @mentions
Switch the reply box to Comment (yellow). Type your note; type @ to tag a teammate (they will see the conversation in their Mentioned tab). Comments are private; the customer never sees them. This works on every channel, including Email (use the Reply, then Comment toggle).
Canned replies (snippets)
Type a snippet shortcut (like !greeting) in the reply box to insert a saved reply. Admins set these up under Settings, then Snippets. See Snippets.
Translate
Hover an incoming message and click Translate, or translate your reply before sending. Configure languages under Settings, then General Settings, AI Translate.
Assign or transfer a conversation
Open the conversation and click the assignee area at the top.
Pick a teammate to reassign, or choose a queue to route it to a team.
To assign several at once: select multiple conversations in the list (checkboxes) and choose an agent or queue.
Put a conversation on hold
Open the conversation and toggle the Hold switch, then pick a hold label.
Toggle it off when ready, or find it under the matching Hold tab.
Close a conversation
Open the conversation and click the green Close button.
In the wrap-up form, choose a Disposition and fill in required fields.
Submit. The case moves to closed and is recorded in the CX Log.
See Dispositions and wrap-up for how admins configure the wrap-up form.
A typical agent day
Open Inbox and start from Mine (or a Custom View that matches your queue).
Check Mentioned for notes that tag you.
Open a conversation, reply (or insert a snippet), and use Comment for private team notes.
Reassign or send to a queue when someone else should own it.
Put the case on Hold if you are waiting on the customer or another team.
When finished, Close and complete the wrap-up form (disposition).