Run the Inbox as a team

What the team inbox adds

Every conversation has a status, Open or Completed, and an owner: a teammate, a group's queue, or nobody (Unassigned). Your team can also leave internal notes, put labels on conversations and save views.

These are separate from who is answering. Take over, Set reminder and Pause all work exactly as they did without it.

Heads up. Teammates start on Growth, which has 2 seats including you, and Pro has 10. Free and Starter hold just you, so queues, labels and notes still work but there's nobody to assign to. See Seats per plan.

Set up groups and labels

Owners and admins do this once, in Settings → Team & roles, below your members. Groups and labels are optional: queues, owners and notes work without them.

1. Under Groups, type a name such as Support and click Create group.

   

2. Click Members…, tick who is in it and click Save group. A conversation sent to a group waits in its queue until someone in it takes it.

   

3. Under Conversation labels, type a label such as VIP or Refund, pick its colour and click Create label.

   

A label belongs to one conversation. A tag belongs to the person, so labels aren't contact tags, and rules, segments and broadcasts don't read them.

Choose a queue

1. Open Daily → Inbox.
2. Click the menu above the search box. It shows the queue you're in and how many open conversations it holds.
3. Choose Open, Mine or Unassigned, a group under Groups, a view under Saved views, or Completed or All conversations.

   

Counts are open conversations, and they refresh as your team works. Completed and All conversations aren't counted. Search all history stays inside the queue you chose, so pick All conversations first to include completed threads.

Take, assign and complete a conversation

A bar above the thread shows the conversation's status and who owns it.

1. Click Assign.
2. Choose Assign to me. Owners, admins and agents can instead choose a teammate under Teammates, or a group under Groups. Unassign sends it back to Unassigned.

   

If a teammate took the conversation a moment before you, nothing changes and the bar says who owns it now. Owners, admins and agents can then click Take it anyway.

Assigning doesn't change what HyperDM does. To stop the AI answering, use Conversation → Take over, or reply by hand, as in the Inbox lesson.

When it's handled:

1. In the thread's header, click Conversation, then Complete.

   

2. To bring it back, click Conversation, then Reopen.

Completing moves the conversation to Completed and keeps its owner, labels and notes. It doesn't unsubscribe anyone, end a reminder or resume HyperDM. A customer's next message reopens it too, unless your workspace is set to open conversations by hand. To finish several at once, owners, admins and agents can open Queue actions (the ⋯ beside the queue menu) and choose Complete all N open here…, which asks first.

Notes, labels and history

An internal note is for your team only. It's never sent to the customer and never shown to the AI.

1. Under the thread, click Internal note beside Reply.
2. Type the note, then click Add note or press Ctrl+Enter.

   

The note appears in the thread with who wrote it and when. Notes can't be edited or deleted. Click Reply to go back to replying.

To label a conversation:

1. Click Labels in the bar.
2. Tick a label to add it, or untick it to take it off. Owners and admins can click New label… to add one here.

   

Click History in the bar to see who opened, handed off, assigned, completed and reopened the conversation, newest first. It starts when the team inbox arrived in your workspace, and nothing earlier is reconstructed.

Save a view

A view is a saved set of filters with its own count.

1. Open the queue closest to what you want, then Queue actions (⋯) → Save these filters as a view….
2. Enter a Name.
3. Set the filters you need: Status, Owner, Queue, Needs a reply, HyperDM, Only when their reply window is open, Channels and Labels.
4. Owners and admins can tick Share with the team. Everyone then sees it, and only owners and admins can change it.
5. Check the Shows: line, which says the view's rule in words, and click Save as a view.

   

To change or remove a view, open it, then Queue actions → Edit this view….

Auto-assignment and who sees what

Auto-assignment hands out conversations for you, and it's off until an owner or admin turns it on, in Settings → Team & roles.

1. Under Auto-assignment, choose On, which balances by open conversations.
2. Under Assign to, choose Everyone on the team or the members of one group.
3. Optionally set Most open conversations per person, tick the inboxes it covers, and choose what happens When everyone is full.
4. Read What it will do, then click Turn on auto-assignment and confirm.

   

From then on, a conversation that a customer's message opens, or that HyperDM hands to a human, goes to whoever has the fewest open. Conversations already waiting stay where they are.

Inbox behaviour, on the same page, holds the rest. Change what you need and click Save inbox behaviour:

With Agents and clients see their own, they see the conversations they own, the unassigned ones and their groups' queues, and owners and admins still see everything. It's enforced on the server, so a hidden conversation's messages and notes never reach their browser. Contacts, their names and their tags are still visible to the whole team.