In this article, you'll learn how to open the Inbox, navigate the conversation list, search, sort, switch views, and use filters to find what needs attention.
The badge next to Inbox shows the count of open conversations currently waiting for a response.
The conversation list
The main panel shows a scrollable list of conversations. Each row displays:
Customer name and avatar
Assignee (agent name, or Unassigned)
Date of last activity
Preview of the most recent message
Status badge (Open or Resolved)
Channel icon indicating where the conversation originated
Click any row to open the conversation in the detail view.
Switching views and inboxes
At the top of the Inbox, open the All dropdown to access two controls: Switch view and Switch Inbox.
Switch view
Change which subset of conversations is displayed:
View
Shows
All
Every conversation across all channels
Assigned to me
Conversations assigned to you
Assigned to agent
Conversations assigned to a specific agent
Unassigned
Conversations not yet assigned to any team member
Switch Inbox
If your workspace runs multiple AI Agents — for example, separate agents for IT, HR, and Customer Service — use Switch Inbox to move between them. Select an inbox name to change the active inbox. All conversations for that AI Agent appear in the main view.
Searching conversations
Use the search bar at the top of the conversation list to find specific conversations. Search matches against customer names, message content, and conversation metadata.
Sorting conversations
Use the sort control next to the Filter button to change the order of the conversation list:
Sort option
Order
Newest activity
Most recently active conversations appear first
Oldest activity
Oldest conversations appear first
Waiting longest
Conversations with the longest time since a response appear first
Filtering conversations
Click Filter to open the filter panel. Active filters show a count badge on the button. Filters are grouped into three categories.
Status
Filter
Shows
Open
Conversations still in progress
Closed
Conversations marked Resolved
Both
All conversations regardless of status
Channel
Filter
Source
Slack
Slack workspace
Teams
Microsoft Teams
Website
Web chat widget
Salesforce
Salesforce Service Cloud
API
Direct API connections
AI
Filter
Meaning
AI Answer provided
The AI Agent gave a response
AI Answer not provided
The AI did not respond
AI Answer unsure
The AI flagged uncertainty
No action taken
The AI took no action
💡 Filters combine with AND logic across categories. For example, selecting Open + Slack + AI Answer not provided shows only open Slack conversations where the AI did not respond.
