The inbox is your team's shared workspace. Every support request — whether it comes from the chat widget or the contact form — shows up here as a ticket.
Inbox tabs
The top of the inbox has tabs to filter what you see:
- All — Every open ticket that is unassigned or assigned to you.
- My inbox — Only tickets assigned to you.
- Custom Inbox tabs — One tab per inbox you have created (e.g. "Billing", "Refund").
- Other — Tickets that don't match any template.
Each tab shows a count badge so you can see where the work is piling up.
Ticket list
Each ticket in the list shows:
- The customer's email and name
- A short description of the issue
- The inbox name
- When it was created
- Whether the customer is currently online (green dot)
- Who is assigned
You can sort by age using the button in the header to toggle between oldest-first and newest-first.
Working on a ticket
Click a ticket to open the detail view. The left side shows the full conversation history and the right side shows customer metadata.
From here you can:
- Reply — Type a message and click Send. The customer gets an email notification.
- Send & close — Send a reply and close the ticket in one click.
- AI-suggested reply — Click the sparkles button to generate a reply based on your knowledge base.
- Close — Close the ticket without sending a response. The customer is notified that the ticket is closed.
Use the up/down arrows to navigate between your assigned tickets without going back to the list.
Assigning tickets
Unassigned tickets are visible to everyone on the team. To assign a ticket, click the assign button in the ticket list or on the detail page. A searchable list of team members appears — pick someone and the ticket moves to their queue.
You can also unassign a ticket to make it available to the whole team again.
Snoozing tickets
If you cannot deal with a ticket right now, snooze it. Snoozed tickets disappear from the main list and reappear when the snooze expires. The options are:
- In 1 hour
- In 4 hours
- Tomorrow at 9:00 AM
- Next Monday at 9:00 AM
Snoozed tickets are still accessible in the collapsed "Snoozed tickets" section at the bottom of the inbox.
Inboxes
Inboxes let you define categories for your support queue. Each inbox creates a new tab in the inbox view and defines custom fields that get captured when a customer submits a ticket.
Go to Settings > Inboxes to create one. Each inbox has:
- Inbox name — The tag used to categorize tickets (e.g. "Refund", "Support").
- Required fields — Custom fields (text, textarea, or number) that appear on the contact form when this category is selected. You can reorder them by dragging. This information will also be gathered automatically by the AI agent when creating a ticket.
- Custom instructions — Optional instructions for the AI on how to handle this ticket type.