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 or SMS line, new conversations received on that channel receive a permanent ticket key such as SUP-000123 or SMS-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 Inbox ticket so it returns to the attention queue. Closing the native Conversation is different and can start a new SMS thread. Channels without ticketing enabled continue to behave like ordinary inbox channels; disabling ticketing does not erase existing ticket identities.

Account owners use Email and SMS ticketing setup to choose the channel and a 2–12 character letter/number prefix. SMS requires a configured inbound phone line and authenticated provider setup; enabling ticketing does not purchase numbers or send messages.

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. See current features and setup requirements, the generated API Map and first-class module inventory.