The Inbox brings web chat, email, and phone conversations together. Use its queues to find the conversation that needs attention.
1. Open Inbox. Choose Your inbox for work assigned to you, Unassigned for conversations awaiting an owner, or All conversations to see the wider queue.
2. Use Search conversations or the status filter if you cannot find a thread. You can also narrow the list by Web chat, Email, or Phone.
3. Open the conversation, read the previous messages, and send a reply. Check the customer context before asking them to repeat information.
4. Keep the conversation assigned to the right teammate and mark it resolved when the request is complete.
If a new message is missing, check All conversations and the relevant channel filter before assuming it was not received.