Managing conversations in the customer inbox

The customer inbox holds your company's conversations with customers. Each customer has one conversation with your company, created the first time they message your public page. A client record is added to your client list at the same time.

Customers see your company's name and logo on replies, not the name of the person who answered. Only the owner and members allowed to handle customers can reply.

Tools for your team

• Assign a conversation to a teammate so it's clear who owns it.
• Set a status: open, pending, resolved or archived. If the customer replies to a resolved conversation, it reopens.
• Set a priority, from low to urgent.
• Add labels to sort and find conversations.
• Pin a conversation to keep it on top, or mute its notifications.
• Leave internal notes that only your team can read.

Customers cannot see these tools and are not notified when a status changes.

Employment matters go in the HR conversation, a separate private thread between the company and a candidate.