Using Your App

Your inbox

Work conversations and optional support tickets from every channel in one place.

The inbox gathers conversations from every connected channel — email, text messages, website inquiries, and messages from colleagues — so you work from one screen instead of five apps.

What you see

You see conversations routed to you personally, to a role you hold, or to shared team lines. If a conversation you expect is missing, it's likely routed to someone else — ask your administrator about routing rather than assuming it's lost.

Working a conversation

Open a conversation to see its full history across channels. Reply in place — your reply goes out through the same channel the message arrived on.

Support tickets

If your organization has enabled ticketing for an email address, new conversations sent to that address receive a permanent ticket key such as SUP-000123. Use the Support tickets view to focus on those conversations. The key stays with the thread through assignment, replies, resolution, and reopening.

The ticket's resolution state tells the team what should happen next: New, Open, Waiting on customer, Waiting internally, Snoozed, Resolved, or Closed. A new reply reopens a resolved or closed ticket so it returns to the attention queue. Email addresses without ticketing enabled continue to behave like ordinary inbox channels.

Follow-ups

Set a follow-up on any conversation to get nudged if it goes quiet. The bell at the top of the screen counts everything waiting for your attention.

Capability review: 2026-09-14. For exact current technical availability, use the generated API Map and first-class module inventory.