Find a conversation
1
Choose a tab
Use All messages or a visible channel, status, or label tab to narrow the conversation list. Channel tabs are available only after that channel is connected.
2
Search by customer
Select Search in the inbox toolbar and enter the customer’s name or email in Search name or email. The list updates to show matching conversations.
3
Open the conversation
Select a conversation from the list to load its message history. Select Clear search when you want to show the full list again.
Edit a customer name
1
Open the name editor
Open the conversation and select Edit name beside the customer name.
2
Save the preferred name
Enter the name in Customer name, then select Save name. The new name appears in the conversation header and conversation list.
3
Restore the channel name
Open Edit name again and select Restore original to return to the name received from the customer channel.
Customize inbox tabs
Admins can change which tabs are visible and what appears in All messages. Team members can drag tabs to change their order.1
Open Customize tab
Select the gear icon labeled Customize tab in the inbox toolbar.
2
Show or hide tabs
Select or clear the checkbox beside each available tab. Tabs for connected channels are shown in the list. Paused and label tabs start hidden until you enable them.
3
Reorder tabs
Drag rows into the preferred order. All messages remains available and is always displayed first in the inbox.
4
Choose what All messages includes
Expand All messages, then include or exclude Paused, Starred, Archived, and individual labels. By default, archived conversations are excluded, while paused, starred, and labeled conversations are included.
5
Confirm the result
Close the dialog. The inbox tab bar and All messages list update to use the saved settings.