How is the conversation inbox organized?
The dashboard sidebar groups conversations by their current status:
- Open: Active conversations, including those waiting for staff.
- Monitoring: Conversations the assistant is checking and following up on automatically.
- Pinned: Conversations or customers you've flagged for quick access.
- Closed: Finished conversations you can review or reopen.
- Spam: Threads removed from the main queue.
Chat and email use the same sections. Counts and unread indicators help you find new activity, and you can collapse sections you don't need to see.
Start with unread messages and work waiting for staff. You can check monitored threads without taking them over, and open closed conversations for a history or quality review.
Changelog releases
This topic appears in the following release notes:
- Subscription free shipping and staff-specific unread tickets
- New conversation button updates correctly
- Unread conversations and quiz conversion
- Clearer staff handoffs and subscription controls
- Support follow-ups are easier to track
- Manage ChatGPT Connections and Actions
- ChatGPT connector controls and quieter inbox notes
- Conversations stay active through forms and ticket changes
- Custom prompt links and clearer cancellation notices
- Staff suggestions focus on open tickets
- Simpler agent console and product comparisons
- Open Status and Clearer Agent Tasks
- Clearer staff queues and system notes
- Combined ShipHero orders and cleaner navigation
- Awaiting-staff tickets selected first
- Tickets and Shopify FAQ publishing
- Shopify billing, restock alerts, and inbox limits
- More consistent left sidebar
- More reliable staff and conversation data
- Faster Inbox and ShipHero Upgrades
- Rename inbox conversations
- Inbox polish and conversation reliability
- Chargeback drafts and safer order tools
- Smarter context and ticket routing
- Slack images, email threading, and Help center updates
- Cart sync, inbox, and dashboard reliability
- Dashboard chats, day summaries, smarter setup and replacements
- Merchant chat and lasting customer memory
- AI-close review queue and dashboard improvements
- Accurate unread badges and cleaner staff handoffs
- Faster dashboard, replacement handoff, and revenue report
- Faster inbox loading and clearer conversation handling
- Top-up billing, restock alerts, and morning follow-ups
- Redesigned sidebar, back-in-stock alerts, and undo send
- Follow-up scheduling, simpler memory, and Slack alert fixes
- Issue reporting, email forwarding, and address confirmation
- Cart edits, follow-up schedules, and staff tools
- Clearer ticket handling and cleaner email replies
- Clearer unread counts and more reliable images
- Cleaner Inbox and Smarter Email Workflows
- Faster Team Chat and Smarter AI
- Better Search and Smoother Support Workflows
- Better AI setup and touch-aware navigation
- More Reliable Messaging
- Smarter Recommendations and Safer Ticket Handling
- Faster Replacement Orders
- Faster support workflows and richer messages
- Better FAQ Editing and Faster Ticket Views
- Smoother ticket workflows and clearer messaging
- Smarter ticket workflows, smoother chat experience