My Inbox
| Item | Content |
| Menu location | On the left My Inbox (unread count is usually displayed next to the bell) |
| Dependent packages | None |
‘My Inbox’ is a personal notification centre, not a channel in ‘Settings → Inbox’. It lists events that require your attention; clicking on an item will open the corresponding conversation.
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1. What will appear here
The system will turn events within your subscription scope into notifications. Common types:
| Type | When it appears |
|—|—|
| Assigned to you | Someone assigned a conversation to you, or automatic assignment matched you |
| Mentioned | A colleague @mentioned you in a conversation (in a private note or reply) |
| New Session | You have subscribed to ‘New Session Creation’ |
| New message in assigned conversation | A customer has sent another message in a conversation you are responsible for |
| New messages in conversations you participate in | You are a participant, but not necessarily the person in charge |
| SLA timeout | First response / next response / resolution time limit breached (requires SLA activation) |
Notification sources cover inboxes you have joined and subscribed to notifications for. Specific toggles are in Profile and Notifications.
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2. Interface Operations
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Open My Inbox on the left.
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The list is arranged chronologically, and unread items are usually more prominent.
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Click a notification to open the corresponding conversation on the right and reply directly.
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For a single notification, you can:
– Snooze: Temporarily remove from the list, returning tomorrow / next week / at a specified time.
– Delete: Discard this notification (will not delete the conversation itself).
- You can use the filter or ‘Show’ options to toggle between Read / Unread / Remind Later notifications (subject to the options currently available on the interface).
The number on ‘My Inbox’ in the sidebar = the number of unread notifications, which is not the same thing as the number of unread conversations on the ‘Conversations’ list.
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3. Difference from the ‘Session’ menu
| | My Inbox | Conversations |
|—|—|—|
| Unit | One notification | One customer conversation |
| Suitable for | Handling “Someone asked me to take a look” | Continuous handling, updating status, changing tags |
| Same session | May have multiple notifications | Appears only once |
Recommendation: When starting work, first scan ‘My Inbox’ to handle assigned items and @mentions, then head into ‘All Conversations’ to work through the queue by channel or team.
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4. Frequently Asked Questions
The list is empty, but there are clearly unread messages in the chat?
Notification subscriptions may have turned off ‘New messages’. Go to your profile to enable the relevant type, or use the ‘Conversations’ workbench directly.
Already replied, but the notification is still there?
Opening a notification usually marks it as read; if it is still there, you can delete it manually. Conversations will not be affected.
Don’t want to be interrupted by new conversations?
Turn off ‘New session created’ notifications, or set your status to Busy / Offline, and check whether automatic assignment still assigns them to you.
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Related Documents
– SLA