The inbox: All · Assigned to me · Unread · Pending — a morning routine
In the shared inbox every conversation has a status and an owner. The views on the left filter by those two. A team that checks three views in order each morning leaves no message ownerless during the day.
Start the day with "Assigned to Me", then "Unread", then "Pending". Take an ownerless conversation yourself or hand it to the team. If you replied and are waiting on the customer, set it to Pending; when the job is done, Close it. A closed conversation is not lost; it sits in the "Closed" view.
What you provide
- A simple rule for who takes which conversation (team, shift or topic)
- Two short rounds, morning and afternoon
- The habit of moving waiting ones to Pending and finished ones to Closed
What Chatinbox does
- Sets up the views and the assignment rule with you during onboarding
- Builds routing rules to fit your team
- Reviews the unassigned backlog with you in the first week
- Six views and what each is for
- Morning routine: three steps
- Statuses: Open, Pending, Closed
- What to do with an ownerless conversation
Morning routine
Start with "Assigned to Me"
Open conversations assigned to you. Anything left from yesterday comes first; those customers have waited longest.
Move to "Unread"
New messages from the night and the morning. Take the ownerless ones yourself or hand them to the right person: conversation handoff. A message left ownerless is the one everyone assumes someone else will handle.
We set the rule togetherCheck "Pending"
Conversations you replied to and are waiting on the customer for. If there has been silence for two days, write a short nudge or set a reminder.
Close what is finished
If the job is done, "Close Conversation". It moves to the "Closed" view; the history stays, and it reopens if the customer writes. Every conversation you do not close inflates the list and hides the real work.
The agent closesSix views
Working views
- All Inbox — every conversation that is not archived
- Assigned to Me — the ones you own
- Unread — a new message arrived, not opened yet
- Pending — replied, waiting on the customer
Housekeeping views
- Closed — finished conversations; the history lives here
- Archive & Blocked — removed conversations and blocked people; details: closing and archiving
- View names and order can be arranged for your team in the panel
Ownerless conversations
Do
- Open it; if the header says "Unassigned", take it yourself or hand it off
- If the topic belongs to someone else, write a handoff note so the customer does not repeat themselves
- Set a rule: at 09:00 the unassigned list is empty
Don't
- Leave it "for someone" — everyone thinks the same
- Reply and leave the status Open — it looks like pending work
- Assign everything to everyone — ownership loses its meaning
Let's set up an inbox layout that fits your team
In a 15 minute call we decide together who looks at what and which view to start with.
Panel view names can change. This page was checked against the interface recording on 18 August 2026.
