The inbox at Inbox in the admin sidebar is a single split view: the conversation list on the left, and the selected conversation's thread and context rail on the right. This article walks through each part and the day-to-day actions you take in it.
The conversation list
Each card in the list shows a status dot, the requester's name or email, the time of the latest activity, a one-line snippet, and the avatar of whoever it is assigned to. Unread conversations carry a dot next to the name.
Three scope pills sit above the list, each with a live count:
| Pill | Shows |
|---|---|
| Mine | Conversations assigned to you |
| Unassigned | Conversations nobody has picked up yet |
| All | Every active conversation |
Filter and search the list
Type in the Search requests box to narrow the list. Search matches the requester's email address and the text of their question.
Click the filter icon next to the search box to open the filters. Each is a dropdown:
| Filter | Options |
|---|---|
| Status | All Status, Active, Pending, Investigating, Open, Awaiting Reply, Closed |
| Tags | All Tags, or any tag from your catalogue |
| Assignee | All Assignees, Unassigned, Mine, or a named teammate |
| Source | All Sources, Help Center, Chat Widget, Email |
| Contacts | All Contacts, Verified Contacts, Unidentified |
The defaults are Active status and Mine assignee. Filters combine, so you can look at, say, unassigned email conversations that are still open. When anything other than the defaults is set, the filter icon is highlighted and a Clear filters button appears in the dropdown.
The conversation thread
Messages render as a chat-style thread with day separators. Inbound emails show their attachments below the message (images inline, other files as a download list), and any help articles a teammate shared appear under Articles shared. For email conversations, View original email opens the raw message in a sandboxed viewer. If the conversation started as an AI chat handoff, an AI Chat History button at the top of the thread opens the prior chat.
Replying is covered in Reply to a support request (and attach help articles).
The context rail
The rail to the right of the thread holds collapsible sections:
- Properties: the Status and Assignee pills (see below and Track request status).
- Linear: shown when Linear is connected or the conversation already carries a ticket. See Create & sync Linear tickets from the inbox.
- Tags: apply conversation tags with the Add or create a tag picker. See Manage your tag catalogue.
- Internal Notes: notes only your team can see. Type in Add an internal note and click Add Note. Each note shows its author and time.
On narrower screens the rail collapses into a slide-over drawer instead of a permanent column.
Assign conversations
Assigning makes ownership clear and lets everyone work from their own Mine queue.
- Open the conversation.
- In the context rail, expand Properties.
- Click the Assignee pill and choose a teammate.
To take a conversation off someone's plate, including your own, open the same pill and choose No assignee. The conversation returns to the Unassigned pool for anyone to pick up.