Managing conversations in the messaging portal? Here are some tips to keep things running smoothly.
Make sure you're using the latest version of the inbox from the navigation bar. Conversations are sorted into Open, Unread, or Closed, with Open as the default. You can also filter by assignment - All, Me, Unassigned, or Teammate - or search by contact details like name or phone number.
These tools make it easier to stay organized and resolve conversations faster.
| Note - If you're looking for information on how to do this in the mobile app you can check out this article! |
First make sure you're in the latest inbox...
Find the inbox in the navigation bar on the left side of the messaging portal
Click on the Try out new inbox button if it's visible in the top left corner of the inbox
Conversation Status
Open, Closed, and Unread
- Open conversations are active and ongoing. By default, all conversations remain open—whether you've read them or not—until you manually close them.
- Unread conversations are open conversations that you haven’t viewed yet.
- Closed conversations are those you’ve resolved and marked as closed.
Assignment Status
Use these filters to view conversations based on their assignment:
- All – Includes all conversations, whether unassigned or assigned to you or a teammate.
- Me – Shows conversations assigned to you. This is where you'll spend most of your time.
- Unassigned – Displays conversations that haven't been assigned yet.
- Teammate – A dropdown filter that lets you view conversations assigned to a specific teammate.
Contact Filter
Filter conversations by name or phone number using this dropdown. Simply click it and type in the name or number you want to find.
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