Working the shared inbox

The inbox is where you'll spend your day. Conversations from every connected number arrive in one list, newest activity first.

Finding the right conversations

The dropdown at the top of the list filters what you're looking at:

Each option carries a live count, so you can see at a glance whether "Unread" is 3 or 300.

If you have more than one number connected, a second dropdown filters by number — handy when Sales and Support share a workspace.

Search looks across contact names, message text and phone numbers. Four or more digits are treated as a number search, so you can paste part of a phone number and find the person.

Assignment

Assign a conversation to give it one clear owner. It then appears under that person's Mine filter.

Assignment is about responsibility, not access — colleagues can still read and reply, which is what makes cover possible when someone is out.

Unread and read

A conversation is marked read when you open it. Opening a chat clears its badge immediately, and the sidebar count updates at the same time.

Mark as unread from the conversation menu is for "I've seen this but I'm not dealing with it now" — it puts the badge back so the chat stays visible.

Mark all read clears everything in the view you're looking at. It's in the inbox header, and on the Unread chats tile on your dashboard. It respects your current filters: if you've narrowed to one number or searched, only that set is cleared. It asks for confirmation with the real count first, because there's no undo.

Archiving

Archive a conversation to take it out of the main list without deleting anything. It moves to the Archived filter, and comes back if the contact messages you again.

Keyboard

Arrow keys move up and down the conversation list, following exactly what's on screen — so if a filter or search is hiding rows, the keyboard skips them too rather than jumping somewhere unexpected.