Help Center / Inbox and communication /
Inbox overview
Direct messages, channels, emails from connected accounts, and website chat all arrive in one inbox. Every conversation is linked to the contacts, projects, invoices, and proposals it relates to, so you don't have to switch between tools.
What lands in your inbox
Four types of conversations appear in the inbox:
- Direct messages - one-on-one conversations between any two people in your workspace, whether team members or clients.
- Channels - multi-person conversations. Channels can be public (anyone can join), private (invite only), or announcement-only (only specific people can post).
- Emails - from connected email accounts (Gmail via OAuth, or any IMAP/SMTP account). Replies are sent from your own email address.
- Website chat - messages from the Messenger widget embedded on your site. Visitor messages show up in real time.
Filtering and organising conversations
Conversations can be filtered by type (messages, emails, or website chat), by status (open or closed, plus any custom status), by mailbox (inbox, snoozed, assigned to me, assigned by me, sent, drafts, trash, archive), by assigned team member, or by linked item. Saved filters preserve these combinations so you don't have to rebuild them each time.
How conversations link to your work
Each conversation can be linked to contacts, projects, invoices, and proposals. When you open a conversation, the linked items appear in the details panel on the right. Clicking one takes you directly to that item without leaving the inbox.
Conversation actions
- Assign - assign a conversation to a team member so it's clear who owns it.
- Snooze - hide it from the inbox until a specific date.
- Pin - pin a conversation to the productivity bar for quick access.
- Custom status - apply a custom status to organise conversations beyond open/closed.
- Snippets - insert pre-saved content into any conversation with one click.
