Inbox & Conversations
Inbox and conversations overview
Understand how your team should manage customer conversations in Hellotext.
Conversation lifecycle in Inbox
Understand open, assigned, unassigned, reminder, closed, and attention states so your team knows what to do next.
Filter and search conversations in Inbox
Find the conversations that need your attention using search, status, teammate, and label filters.
Assign conversations
Assign or reassign Inbox conversations to the right teammate or AI agent and understand how team routing affects ownership.
Teams and Inbox capacity
Organize teammates for conversation routing and control how much active Inbox work each person can receive.
AI handoff to Inbox
Configure how playbooks, journeys, AI Routing, and custom agents hand conversations to your team in the Inbox.
Response times and response rules
Learn how response rules help your team track reply targets, prioritize conversations, and review response health.
Inbox browser notifications
Enable notifications on a device, understand who receives them, and troubleshoot browser permissions or sound.
Team roles and permissions
Compare Owner, Administrator, Manager, and Agent access, then choose the right role for each teammate.