Manage, Snooze and Assign Conversations in your personal Inbox
Your Personal inbox is where you manage the customer conversations that are assigned specifically to you. It helps you focus on conversations that need your attention while giving you tools to organize your workload.
The Personal inbox includes two views: Unanswered and All.
Unanswered
The Unanswered view helps you focus on conversations that still require a response.
Here you'll find conversations where the customer has sent the latest message and is waiting for you to reply. This view is useful when you want to prioritize conversations that need immediate attention.
If your goal is to work through your outstanding customer messages, Unanswered is the best place to start.
All
If you want to see all conversations assigned to you, regardless of whether they require a response, select All.
This view gives you a complete overview of your personal workload, including conversations that have already received a response.
Assign a conversation to another user or team
You don't have to keep a conversation in your Personal inbox if another colleague or team is better suited to handle it.
From your Personal inbox, you can assign a conversation to another user or team. The available users and teams are displayed above the conversations.
Once you assign the conversation to someone else:
It is removed from My inbox.
It appears in the new assignee's My inbox.
The new assignee can continue managing the conversation.
You can still find the conversation later in All.
This makes it easy to distribute conversations between team members and ensure that each customer is handled by the right person.
Tip: If you can't find a conversation because it has been assigned to someone else, check All. This section provides an overview of conversations across the platform.
Snooze a conversation for later
Sometimes you don't want to respond to a conversation immediately, but you also don't want to lose track of it.
In that case, you can snooze the conversation.
Snoozing temporarily removes the conversation from My inbox and allows you to choose when it should return. Depending on the available options, you can snooze a conversation for a specific period, such as:
2 hours
4 hours
Tomorrow
Another available time
The conversation will then reappear in your Personal inbox when the snooze period ends.
Find your snoozed conversations
All conversations that you have snoozed can be found in the Snoozed folder under Personal inbox.
From there, you can manually reactivate a conversation whenever you need to continue working on it.
What happens if the customer replies?
You don't need to worry about missing a customer response.
If the customer replies while a conversation is snoozed, the conversation is automatically reactivated and returns to your Personal inbox so you can respond.
This makes snoozing particularly useful for conversations that require follow-up later without putting them permanently out of sight.
Using All to find any conversation
The All folder in the General inbox gives you a complete overview of conversations across the platform.
Unlike My inbox, All is not limited to conversations assigned to you. It allows you to see conversations across different users and teams, whether they are assigned or still unassigned.
This makes All useful when you:
Can't find a conversation you were previously working on.
Want to see what your colleagues are working on.
Need an overview of current customer conversations.
Want to take ownership of a conversation.
Need to find conversations assigned to another user or team.
Like your Personal inbox, All can be viewed using Unanswered and All.
Filter conversations in All
Because All can contain a large number of conversations, you can use the filters at the top of the screen to narrow down the results.
Click the filter icon to filter conversations by:
Channel
Team
User
Topic
Contact tag
These filters help you quickly find specific conversations or focus on the conversations that are most relevant to your role.
For example, you can filter by a specific team to see their current workload or select a particular user to find conversations assigned to that person.
Using Assigned to view assigned conversations
Under General inbox, you'll also find Assigned.
Assigned works similarly to All, but with one important difference: it only shows conversations that have already been assigned to a user or team.
Conversations that are still in New and have not yet been assigned will therefore not appear in Assigned.
This makes Assigned useful when you want to understand what conversations are currently being handled by your colleagues or teams.
For example, a team leader can use Assigned to get a quick overview of the team's active workload without including new, unassigned conversations.
Personal inbox vs. General inbox
Understanding the difference between these sections makes it easier to find conversations quickly.
Inbox section | What it shows |
|---|---|
My inbox | Conversations assigned specifically to you. |
Snoozed | Conversations you have temporarily postponed. |
All | All conversations across the platform, regardless of assignment. |
Assigned | Conversations already assigned to a user or team. |
New | New, unassigned conversations that still need attention. |
Which view should you use?
Use My inbox when you want to focus on your own conversations.
Use Snoozed when you need to manage conversations you've postponed.
Use All when you need a complete overview or can't find a conversation.
Use Assigned when you want to see conversations that are already being handled by users or teams.
Use New when you want to find incoming conversations that have not yet been assigned.
Frequently Asked Questions
What is My inbox in Saysimple?
My inbox is your personal workspace within the Saysimple Inbox. It contains conversations that are specifically assigned to you.
What is the difference between Unanswered and All in My inbox?
Unanswered shows conversations that still require a response, while All shows every conversation assigned to you, including conversations that have already received a reply.
How do I assign a conversation to another user?
Open the conversation in your Personal inbox and select the appropriate user or team from the assignment options above the conversation. Once assigned, the conversation will move to the new user's or team's workload.
What happens when I assign a conversation to someone else?
The conversation will disappear from your My inbox and appear in the new assignee's My inbox. You can still find it in All.
Can I find a conversation assigned to another user?
Yes. Go to All in the General inbox. This section provides an overview of conversations across the platform, including conversations assigned to other users and teams.
What is Snoozed used for?
Snoozed is used to temporarily postpone a conversation. The conversation is removed from your immediate workload and automatically returns to your Personal inbox when the snooze period ends.
What happens when a customer replies to a snoozed conversation?
If the customer replies while the conversation is snoozed, it is automatically reactivated and returns to your Personal inbox so you can respond.
Can I manually reactivate a snoozed conversation?
Yes. You can open the Snoozed folder under Personal inbox and manually reactivate a conversation when you want to continue working on it.
What is the difference between All and Assigned?
All shows all conversations across the platform, regardless of whether they are assigned. Assigned only shows conversations that have already been assigned to a user or team.
How can I find a specific conversation in All?
Use the filter icon at the top of All. You can filter conversations by Channel, Team, User, Topic, and Contact tag to narrow down the results.
Why can't I see a conversation in Assigned?
A conversation only appears in Assigned once it has been assigned to a user or team. If it has not yet been assigned, you will find it in New instead.
Key takeaways
The Saysimple Inbox gives you several ways to organize and manage customer conversations efficiently:
Use My inbox to manage your assigned conversations.
Use Unanswered to focus on conversations waiting for a response.
Use All to see all conversations assigned to you or all conversations across the platform, depending on where you access it.
Use Snoozed to postpone conversations and return to them later.
Assign conversations to another user or team when someone else should handle them.
Use Assigned to see conversations that already have an owner.
Use filters in All to quickly find conversations by channel, team, user, topic, or contact tag.
With these tools, you can keep your personal workload organized, collaborate more effectively with your team, and make sure no customer conversation is overlooked.