Working the inbox
Folders
Section titled “Folders”Each mailbox has a fixed set of folders — you can’t create arbitrary ones, but a workspace admin can add named custom folders per mailbox (Mailbox settings → Folders tab) alongside the built-ins:
| Folder | What’s in it |
|---|---|
| Unassigned | Nobody’s picked it up yet |
| Mine | Assigned to you |
| Starred | Anything you’ve starred |
| Drafts | Replies/notes you’ve started but not sent |
| Assigned | Assigned to someone (including you, though “Mine” is usually more useful) |
| Snoozed | Hidden until it resurfaces |
| Sent | Conversations you’ve sent from this mailbox |
| Closed | Resolved |
| Spam | Marked as spam |
| Deleted | Soft-deleted — can be restored |
All mailboxes sits above the per-mailbox tree and merges every mailbox you have access to into one view.
If you belong to more than one workspace, a separate Search everywhere entry merges conversations across workspaces too — see Search.
The conversation list
Section titled “The conversation list”Each row shows: a status ring, a star toggle, the customer’s name, a subject + preview snippet, tag chips, a paperclip if there are attachments, a thread-count badge, the assignee’s initials, and a relative timestamp. Fifty conversations load per page.
Selecting rows (checkboxes, or the header “select all”) reveals a bulk actions bar with:
- Status — set Active, Pending, Closed, or Spam on every selected conversation at once.
- Assign — “Anyone” (unassigned) or a specific teammate.
- Workflow — only appears if the mailbox has manual workflows defined; runs one against everything selected. See Workflows.
The list header also has an Export CSV button, and — only in Deleted or Spam, and only if you have delete permission — an Empty folder button.
Keyboard shortcuts
Section titled “Keyboard shortcuts”These work while the list has focus (not while you’re typing in a field or a dialog is open):
- j / k — move the row cursor down / up
- Enter — open the highlighted conversation
- s — toggle star on the highlighted conversation
Opening a conversation
Section titled “Opening a conversation”The header gives you the essentials at a glance and lets you act without leaving the page: click the subject to rename it inline, and use the Status, Assignee, and (if your workspace has teams) Team selects right there — see Assigning and status for what each one does.
The ⋮ menu covers the rest:
- Move to mailbox — if you have access to more than one
- Add to folder — file it into a custom folder
- Merge into another conversation… — enter its number, confirm
- Forward… — to an address outside the mailbox, with attachments optionally included
- Change customer… — repoint the conversation to a different customer by email
- Snooze… / Unsnooze — presets are Later today, Tomorrow morning, Next week, or a custom date/time
- Delete / Restore / Delete forever… — gated by a delete permission; forever means forever
If someone else has the conversation open too, a small bar shows it — “Alice is viewing” or “Alice is replying.”
The customer sidebar
Section titled “The customer sidebar”Opening a conversation with a known customer shows a right-hand panel: their contact info and local time, any customer notes, custom field values, a checklist panel, a CSAT panel if satisfaction surveys are enabled, time tracking, and their other recent conversations. Click their name to get to the full customer record, where the rest of their profile is editable.
Time tracking
Section titled “Time tracking”The sidebar’s Time tracking panel lets you start/stop a personal timer on the conversation you’re in — only one running per person per conversation — or log time manually (minutes + an optional note). Every entry in the list shows who logged it, a live pulse while running, and a delete option once stopped.