# Work with customer conversations in Inbox

> Find, claim, reply to, transfer, pause, close, and search customer conversations.

Language: en-US. Product guide: https://customer.help/help/inbox/.

Reviewed by Customer Help Product Support on July 23, 2026. Verified for release 2026.07.

<span id="portal-inbox"></span> Inbox is where your team finds, assigns, replies to, pauses, and closes customer conversations. What you can see depends on your role, assigned locations, and whether Chat is enabled.

## Conversation states

| Status | Meaning |
| --- | --- |
| **Queued** | Waiting for an eligible team member to claim it. |
| **Active** | Assigned to a team member and open for replies. |
| **Waiting / Paused** | Paused as **Waiting on customer** or **Waiting on us**. The assigned team member can resume it. |
| **Closed** | Ended and read-only. An Administrator can reopen it. |

Unread counts show visitor messages that an eligible team member has not read. **Unclaimed**, **Assigned to you**, **Waiting/Paused**, and **Unread** summarize the conversations in your current view.

## Availability and notifications

<span id="inbox-availability-status"></span> **Availability status** — Set the Away/Available switch to **Available** when you can receive conversations. This setting applies only to you. It does not change the location's published coverage or reassign existing conversations. Select **Refresh** if the connection status or conversation list appears out of date.

<span id="inbox-notifications-browser"></span> **Browser Chat notifications** are available from the profile menu for members with Chat access. <span id="inbox-notifications-check"></span> Select **Run check** to request permission from this browser. After permission is granted, <span id="inbox-notifications-test"></span> **Send test** confirms that notifications can appear on this device. <span id="inbox-notifications-disable"></span> **Turn off** stops Chat notifications on this browser; it does not change the browser's site permission.

Notification preferences apply only to the current browser profile and device. Notifications may alert you to a conversation that can be claimed or a new visitor reply while the portal is in the background. They do not change your location access or assignments. If the status is **Blocked**, allow notifications in the browser's site settings and run the check again. **Unsupported** means the browser cannot show these notifications.

## Find a conversation

Switch between **Open** and **Closed**, then use the filters as needed:

- <span id="inbox-filters-search"></span> **Search** matches visitor names and conversation text that you are allowed to view. Enter up to 160 characters.
- <span id="inbox-filters-location"></span> **Location** shows conversations for one location within your access. It does not change a conversation's location.
- <span id="inbox-filters-date-from"></span> **From date** includes conversations on or after the selected date, using the time zone shown in your profile.
- <span id="inbox-filters-date-to"></span> **To date** includes conversations through the selected date. Use it with From date to choose a date range.
- Select **Clear filters** to restore the full Open or Closed view.

Administrators can see all business conversations. Chat members see conversations for their assigned locations, including **All current and future locations** when that access is selected.

## Claim and reply

1. Open a queued conversation and review its history.
2. Select **Claim conversation**. If someone else claimed it first, refresh and follow the new assignment.
3. <span id="inbox-reply-message"></span> Enter up to 4,000 characters in **Reply message**. Use the visitor's conversation-language tab and review the message before sending because it becomes part of the conversation history.
4. Press Enter or select **Send**. Use Shift+Enter for a new line.

Only the assigned member can send replies while a conversation is Active or Waiting. AI messages are labeled separately in the conversation.

<span id="inbox-timing-elapsed"></span> **Elapsed time** — The Queued timer starts when the conversation begins waiting for a team member. After it is claimed, the Active timer starts. <span id="inbox-assignment-owner"></span> **Owner** shows the team member currently assigned to the conversation. The label does not claim or transfer the conversation. Refresh before acting if the timer or owner appears out of date.

## Attach files

<span id="inbox-reply-attachment"></span> **Reply attachment** — If file attachments are enabled, you can attach a JPG, JPEG, PNG, PDF, HEIC, or WebP file within the configured 1–25 MB limit. The default limit is 10 MB. Confirm the file and conversation before sending, and never attach passwords, payment details, or unrelated personal information.

## Pause, transfer, and close

- **Waiting on customer** records that the customer has the next step.
- **Waiting on us** records that your team has the next step.
- **Resume** returns a Waiting conversation to Active for its assigned member.
- <span id="inbox-conversation-assignee"></span> **Assignee** transfers the conversation to another active member who can access its location. The current owner or an Administrator can transfer it.
- <span id="inbox-conversation-end-delay"></span> **End delay** closes the conversation **Now**, **In 30 seconds**, **In 1 minute**, or **In 5 minutes**. A countdown shows when a delayed close is scheduled.
- An Administrator can **Reopen** a closed conversation.

## Conversation details

The side panel shows the location, owner, source page title and path, and start time. It updates as the assignment and conversation change.

## Access, languages, billing, and retention

Inbox requires the Chat role or Administrator access and a location with Chat enabled. Chat is billed per enabled location. Write replies separately for each enabled business language; messages are not translated automatically. Closed conversation content is retained for 12 months.

## Troubleshooting

- **Reply box is missing:** claim the queued conversation, confirm that you are the assignee, or resume or reopen it if your role allows.
- **Assignee is missing:** no other active member can access that location, or you are not the owner or an Administrator.
- **Conversation list is empty:** check Open/Closed, clear filters, confirm your assigned locations, and verify that Chat is enabled.
- **Message appears unsent:** wait for the delivery status, then refresh before sending it again.
- **Connection keeps dropping:** save your draft, check your internet connection, refresh once, and follow [Troubleshooting](/help/troubleshooting.md) if the problem continues.