How do I navigate the omnichannel inbox?

Last updated: November 5, 2026

Use the omnichannel inbox to review and manage conversations across your messaging channels.

Before you start

  • You need access to the Inbox.

  • Your available views may depend on your role and channel access.

Navigate the inbox

  1. Open Inbox from the main navigation.

  2. Use the left sidebar to choose the view you want to review.

  3. Select Open, Automated, or Closed to narrow the conversation list by status.

  4. Click a conversation to open the full thread.

  5. Use the conversation panel to review messages, calls, events, contact details, and related activity.

Common inbox views

  • All Conversations: Shows conversations across your organization.

  • Assigned to Me: Shows conversations assigned to you.

  • Unassigned: Shows conversations that are not assigned to a teammate.

  • Ghosted: Shows conversations that may need follow-up based on your organization’s ghosting rules.

  • Scheduled: Shows messages scheduled to send later.

  • Attachments: Helps you find files sent or received in conversations.

Troubleshooting

  • If you cannot find a conversation, clear any filters and check All Conversations.

  • If a view looks empty, confirm you have access to the relevant channels or assigned conversations.

  • If the inbox does not load correctly, refresh the page and try again.