/inbox is the workspace’s conversation hub. The system aggregates every inbound and outbound message across every channel into a single timeline, with an autoreply bot, thread snooze/close, and draft support.
Three main panels
Contact list (left)
Each row = one thread (customer × channel). Sorted by most recent activity. Shows unread badges, plus a “needs human” badge when the bot escalates.
Conversation (middle)
Timeline of messages and activity bubbles. Composer at the bottom. Header actions for snooze/close/reopen/task.
Contact card (right)
Summary of the customer and current contact. Click “Open profile” to jump to the full customer drawer.
Thread lifecycle
Read
A sales rep clicks the thread → it is marked read; the unread badge disappears but the thread stays open.
Left-panel filters
| Filter | Values |
|---|---|
| Channel | all / email / linkedin / telegram |
| Status | open / unread / snoozed / closed |
| Owner | mine / pool / all |
| Has draft | thread has an unsent draft |
| Needs human | bot escalated |
| Tag | any customer tag |
| Segment | thread belongs to a segment |
Owner & claim (WIP)
A conversation inheritsCustomer.claimedById:
No owner yet
No owner yet
Anyone in sales can reply. The first reply auto-claims the customer.
Owned by someone else
Owned by someone else
A banner warns “Claimed by @username”. You can still reply but must click “Reply anyway” — logged so the owner can see.
Owned by you
Owned by you
Composer behaves normally.
Activity vs Message
The timeline mixes two bubble types:| Type | Meaning |
|---|---|
| Message bubble | An actual outbound / inbound message on a channel |
| Activity bubble | Mail opened, link clicked, tag added/removed, segment in/out, bot reply, task created |