Find your way around the inbox

The chat list

• Search name or number finds a customer.
• All, Needs you and Bot show every chat, chats waiting for your team, and chats the bot is handling.
• The Unread and Reminders switches narrow the list further.
• Select the list's title to switch between All chats, Assigned to me, Unassigned and Resolved.
• The tag icon filters by tag. Pinned chats stay at the top.

Inside a chat

• The header says who is answering: Bot replying, Waiting for a person, Team is replying, Blocked or Auto-replies paused.
• It also shows how long is left to reply, or Reply window closed. See The 24-hour reply window.
• The customer details panel shows their appointments and lets you edit their name.
• The ⋯ menu has Mark as read or unread, Pin, Mark as resolved and Move to inbox.

Work on many chats at once

1. 1

   Select the select-chats icon above the list.

2. 2

   Tick the chats, then choose Mark read, Mark unread, Pin, Unpin, Resolve, To inbox or Back to bot.

Resolving from the selection bar sends no closing message.