Inbox & live support

Reply, take over, resume, organise and work together.

17 step-by-step guides

Find conversations in Inbox

Understand the conversation list, filters, message timeline and context panel.

Pause automated replies so a staff member can handle a customer’s request.

Return a conversation to automated support when the human intervention is complete.

Keep the active queue useful by finishing resolved support sessions.

Make ownership and urgent work visible to the rest of your team.

Reverse a recent supported status or management change with the keyboard.

Correct an existing staff reply by loading it back into the composer and replacing the original.

Use the full conversation and cited knowledge before answering or correcting a customer.

Use visitor presence as context without treating it as a guaranteed live connection.

Leave context for colleagues without sending the note as a visitor reply.

Reduce repetitive typing while keeping every staff response accurate.

Choose the organisation action that matches your intent and understand the difference.

Use the supported share action while keeping access and customer confidentiality in mind.

Check files and delivery status separately from the text of a reply.

Use the supported visitor controls for abuse while preserving enough context for staff review.

Understand the difference between a draft preview and a message the visitor has sent.

Inspect earlier questions and answers while keeping history review separate from active staff control.