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 moment.

Customers always see your company's name and logo on replies, never which person answered. Answering is limited to the owner and the members allowed to handle customers.

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 only your team can read — the customer never sees them.

None of these tools are visible to the customer, and the customer isn't told when a status changes.

Employment matters don't belong in the customer inbox: a company's HR conversation with a person is a separate private thread.