Inbox and support
Inbox and support
Section titled “Inbox and support”Use Inbox for customer conversations and Support for support cases.
Work an incoming message
Section titled “Work an incoming message”- Open the inbox and start with unread conversations.
- Read the full thread before replying.
- Reply with the approved answer, then verify the send state.
- Assign, label, or resolve the thread when the workflow offers those actions.
Customer-safe replies
Section titled “Customer-safe replies”Never ask for or repeat passwords, payment card numbers, secret keys, or internal system details. For a booking question, link the customer to the public booking page or check the booking record first.
If the workspace uses the Concierge inbox instead of the standard inbox, follow the label shown in the sidebar and report any missing conversation with its URL and timestamp.