Inbox consists of three parts: conversation list, the selected conversation, and the context for the selected conversation. 



In the Inbox View, you can see a list of different conversations. 


In the left pane, click on the drop-down. A list of conversation categories are displayed.



  • New - new incoming conversations

  • Assigned To Me - conversations assigned to you

  • All Assigned - all conversations that have been assigned to different team members

  • Resolved - conversations resolved by different team members

  • Bot Conversations - conversations currently being handled by the Bot


You can also create custom views and categorise incoming conversations according to your needs. Checkout this article.


You can move between Inbox and Priority Inbox view by sliding this toggle. 



In Inbox view, you can see a list of inactive conversations if you have IntelliAssign enabled by choosing the Inactive filter.