Your Inbox
Your personal view of conversations assigned to you.
Your Inbox shows only conversations assigned to you. It is your focused workspace; no noise from other agents' conversations.
Views in the sidebar
| View | What it shows |
|---|---|
| Your Inbox | Conversations assigned to you |
| Assigned | All assigned conversations in the workspace |
| Escalated | Conversations escalated from Rian (admins only) |
| Resolved | Closed conversations |
| All | Every open conversation in the workspace |
Each view shows a live count next to the label.
Conversation list
Each item in the list shows: customer avatar with platform badge; name or phone number; last message preview; time since last activity; a blue dot for unread messages; and an event label when something notable happened (e.g. Resolved, Escalated, Assigned @agent).
Sort: use the sort control in the list header to switch between Newest and Oldest.
Replying
Click a conversation to open it. Type in the composer at the bottom and press Enter to send, or Shift+Enter for a new line. The Agent Reply toggle (⌘T) enables or disables Rian for that conversation.