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Resources / Inbox & collaboration · 7:48 · English

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Video recap

Keep ownership and follow-ups clear by using conversation status, assignments, reminders and internal comments together.

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Use status to track the work

Open means the conversation still needs attention, whether or not it has been read. Move completed work to Done, or use Pending to schedule a follow-up. The walkthrough demonstrates the D and P keyboard shortcuts.

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Assign an owner and leave context

Assign a conversation to yourself or a teammate, then use the assigned views to find it again. Internal comments, replies and mentions let teammates coordinate within the conversation.

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Choose the right kind of follow-up

A reminder reopens a conversation later; a scheduled message sends prepared content later. The video also demonstrates linking a follow-up to task completion and giving the agent an instruction for what to do when that happens.

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Find messages and review calls

Search by contact name, number, message content or property. Calls can include a recording, transcript, summary and activity history. The walkthrough also shows starting a call or composing a new outbound message on a supported channel.