(Everything is in a single place, no matter what channel you are using—email, chat, phone,
etc.)
The Inbox is a centralized place to view, manage, and take action on your customer support conversations across all your channels (email, chat, phone, etc.).
- You will be able to see all your customer support conversations in one place.
- You can take action on your conversations from the Inbox (reply, change status, add notes, share, etc.).
- Assigned to Me - Any conversation you have with a customer assigned to you.
- Assigned to Copilot - Any conversation that is being handled by the AI.
- Unassigned - Any conversation that is not assigned to you or the AI.
- Everything - All conversations.
FAQ
I replied to a conversation and now I can no longer see it in the Inbox
I replied to a conversation and now I can no longer see it in the Inbox
If you replied to a conversation that was assigned to the AI, it will be automatically assigned to you, so you should be able to find it in the Inbox -> Assigned to You section.
What happens if I reply to a phone conversation using text?
What happens if I reply to a phone conversation using text?
If you reply to a phone conversation using text, Open will send this text message to the customer’s phone number.