Inbox and Customer Replies

Once at least one channel is connected, every new client message appears in the HelpDesk inbox. This is the shared support list inside the workspace: the team can see what came in, who owns the conversation, which status it has, and where a response is required.

1. Where the inbox lives and how to open it

You can open the inbox in two ways:

1. Use the main menu path Tasks → HelpDesk Inbox.
2. Use the HelpDesk indicator on the home screen. It is always available, and when there are new conversations or items waiting for a reply, it shows a badge with the count.

If several channels are connected, the inbox can show all conversations together or only the conversations from a specific channel.

2. How the conversation list is organized

Each inbox card shows the key details so the team can understand the situation without opening the full thread:

• conversation number and short summary;
• client and the channel they wrote to;
• project the conversation belongs to;
• status of the conversation;
• assignee, when already set;
• time of the last message.

At the top level, the inbox groups conversations by status. The current statuses are New, Open, Waiting for agent, Waiting for client, Closed, and Spam.

3. Filters, search, and viewing scope

The inbox is designed for real support traffic, so it includes three core ways to narrow the list:

1. Channel filter — to view only one bot or one product line.
2. Status filter — to work only with new, closed, or waiting conversations.
3. Viewing scope — all conversations or mine only, where you are the assignee.

There is also full-text search. It works by conversation number, subject, client, and message text. When there are many results, more can be loaded with Show more.

4. What happens inside a conversation card

When a teammate opens a conversation, they enter the full conversation screen. The header shows the conversation number, client, channel, and status. From there the team can:

• assign an owner from the channel members;
• change the status without leaving the thread;
• reply to the client with an external message;
• leave an internal note that the client never sees;
• open linked tasks and add new ones;
• block the contact if future incoming messages from this client should be stopped.

The entire message history stays inside the card: incoming client messages, agent replies, system events, and delivery state when relevant.

5. External reply vs. internal note

HelpDesk has two different message types, and that distinction matters:

This separation keeps internal discussion out of the client-facing thread. If one teammate finishes a shift or hands the conversation over to another, they can leave the needed context directly in the same card.

6. Recommended team workflow

In real usage, HelpDesk statuses change not only manually, but also automatically:

1. A new conversation is created as New.
2. If the client sends another message into an already open conversation, the status automatically becomes Waiting for agent.
3. The first teammate who replies to the client becomes the assignee automatically when no assignee exists yet. That assignee can still be changed manually later.
4. After an external reply is sent, the status automatically changes to Waiting for client.
5. The team can still override the status manually whenever the workflow requires it.

Practical recommendation: close a conversation only after all open questions are clearly resolved and the client has been told that the issue is considered complete. If there is a good chance the client will still answer with something like “got it, thanks” or send one more clarification, it is usually better to wait a little before closing so the conversation does not bounce between statuses unnecessarily.

If the conversation becomes a bug, an improvement, or an internal action item, the next step is Linking Conversations to Tasks. If files and internal history matter, continue to Files, Images, and Internal Notes.