Use your Inbox

Steps

1. Open Inbox

   Select Inbox, the first tile on the shelf, the row of projects at the top left of the window. The number on its corner counts the conversations waiting on you: asking you something, or with replies you haven’t read. Inbox takes the place of your project’s list, under the shelf.

2. Start at the top

   Conversations you’ve pinned in any project come first, under Pinned. The rest are grouped by what they need from you: Needs you, Failed, Unread, Working and Ready. Each row names its project and wears its color. Select a heading to fold that group away. Conversations waiting their turn under a project’s agent limit come last in Working, next first, and its heading counts them, such as 2 · 1 queued. See Limit how many agents work at once.

3. Open a conversation

   Select a row. Enjoy switches to its project at that conversation, and Inbox stays beside it, so you can go straight on to the next one.

To leave Inbox, select a project’s tile on the shelf. Your project’s tabs, such as Conversations and Files, come back under the shelf.

Narrow the list

• Show one group or project. Select the list’s title, Inbox with a down arrow, and choose Needs you, Unread, Working, or one of your projects.
• Search. Select the search icon, or press ⌘F (Ctrl+F on Windows and Linux). A search looks through every project’s conversations, including completed and snoozed ones.
• Start something new. Select + and choose a project.

Act from the list

Each row works as it does in a project’s list. Point at a row for its alarm clock and its completion check, or right-click it for its menu. ⌘-click or Shift-click selects several, even from different projects, and right-clicking one of them acts on them all.

Pinned conversations

Pinned gathers the conversations pinned in each of your projects, even completed ones, as their projects’ lists do. Right-click a row and choose Pin to top or Unpin; pinning or unpinning in Inbox does the same in the conversation’s project.

Inbox keeps an order of its own for your pins, since it puts different projects’ side by side. Drag a pin up or down, or right-click it and choose Move up or Move down. This doesn’t change the order in its project’s list. Until you’ve moved any, pins follow each other a project at a time; after that, a conversation you pin goes to the end.

When you show one group, such as Needs you, or search, pinned conversations stay in their places among the rest. Showing one project keeps its pins first. See Pin a conversation to the top.

What’s snoozed

Snoozed stays at the bottom of the column, with what you’ve put aside in every project, soonest back first. Select it to unfold them. Snoozed conversations don’t count toward the number on Inbox. When one comes back, it shows under Needs you until you open it. See Snooze a conversation.

Good to know

• A completed conversation with unread replies stays listed until you’ve read it, as it does in Active.
• Each project shows its latest 100. A project with more open conversations says so at the end of the list. Its own Conversations shows them all.
• A conversation you’ve just read stays put. It keeps its place under Unread until you open another one, so it doesn’t move out from under you.
• JOY’s conversations aren’t here. They stay in her own place: select JOY at the top of the window, above the shelf.
• On iPhone, there’s no Inbox yet. The Needs you and Unread filters gather what’s waiting on you.