Conversation workspace
Inbox is built for day-to-day message handling.
Use it to open a conversation, review message history, assign ownership, and move the record toward the right next action.
Inbox overview screen.
inbox•4 min read
Inbox Overview
Inbox is where your team manages customer conversations, applies labels, assigns owners, and decides when to hand off to a human.
Hero image path: /help/inbox/inbox-overview-hero.png
Recommended workflow
A good workflow is: review the message, assign the owner, apply the right label, then decide if the conversation should remain AI-handled or move to a human.
This keeps the inbox cleaner and reduces confusion when multiple teammates are involved.
Best practice
Keep labels and ownership rules simple at the start so the team can adopt them consistently.