Replying and assigning

The inbox lists conversations newest first. Open one and you see the whole history with that customer across every channel they have used — not just this thread.

Assigning

• Assign to yourself when you pick something up, so two people don't answer the same customer.
• Assign to a teammate or a team to hand it over. They get a notification.
• Assign to an AI agent to let it handle the conversation — it is a teammate like any other.

Closing

Close a conversation when it is finished. It leaves the open list but nothing is deleted — if the customer writes again, the thread reopens with its history intact.