Answer your first conversation
A quick tour of replying, assigning and closing conversations in the inbox.
Written by BradenUpdated
The best way to learn the inbox is to use it. Open your website, send yourself a message through the messenger and follow along.
Find your conversation
Open Inbox. Conversations are grouped into a few views:
Your inbox: conversations assigned to you.
All: every open conversation.
Unassigned: conversations nobody has picked up yet.
Team inboxes: conversations routed to a specific team.
Reply or leave a note
Type in the composer and press Enter to send. Switch to Note when you want to leave something only your team can see, like context for a teammate. You can also attach files, share a help center article or insert a macro.
Assign, snooze and close
Assign the conversation to yourself or a teammate so everyone knows who's on it.
Snooze it when you're waiting on something. It comes back to the inbox at the time you choose.
Close it when you're done. If the customer writes back, it reopens.
When you close a conversation you replied to, the customer is asked to rate it. You'll find those ratings in Reports.
Tip: press Z to snooze and ⌘ / to open your macros.
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