The second panel or section of your Help Desk inbox is the conversation preview panel. This section gives you a quick look at all ongoing conversations from your shared inboxes, customer groups, and team views — helping you stay on top of communication at a glance.
Inbox View
When you select Inboxes from the Help Desk menu, you’ll see a combined view of all your connected shared inboxes.
This includes both email and phone channels, displayed together based on your selected filters at the top of the panel.
Filter Options
Each inbox view includes the following filters:
- Open – Conversations that still require action
- Done – Completed or resolved conversations
- Unread – New conversations you haven’t opened yet
You can also sort your list by:
- Last Activity (default) – Displays the most recently active conversations first. “Activity” includes incoming and outgoing messages, as well as comments.
- Last Inbound – Displays conversations sorted by the most recent incoming message.
Preview Details
When you dial into a specific shared inbox, you’ll see a list of all conversations related to that inbox. Each preview displays quick, contextual details so you can understand the status of a message before opening it:
- Assignee Avatar: Shows who the conversation is assigned to.
- Comment Preview: Displays the commenter’s avatar and a short preview of their comment.
- Topic Tag: If a topic is applied, it appears as a colored tag.
- Location Indicator: Shows if the conversation is associated with a property or location (for example, Boulder).
- Snooze or Reminder Icons: Appear when a message is snoozed or has an active reminder set.
These visual cues make it easy to scan and prioritize conversations across all shared inboxes.
Customer Groups View
When you click Customers, you’ll see all of your customer groups — such as Owners, Residents, or Prospects — displayed in a list view. Each group contains all of the contacts tied to that specific group.
Filter & Sort Options
At the top of this view, you can:
- Filter by Open or Closed conversations
- Sort by Last Activity or Last Outbound (to view your team’s most recent outgoing communication)
When you select a specific customer group, you’ll see:
- A list of all contacts that belong to that group
- Their contact types (for example, Owner, Resident, or Prospect)
- The contact’s name with any recent communication
If you click on a contact, you’ll see their information at the top of the panel, followed by all of their open conversations from the past 30 days.
You can toggle between Done and Unread messages within that same 30-day view.
Team View
The Team section lets you view conversations assigned to specific team members.
When you click on a teammate’s name, you’ll see all of the conversations — from any shared inbox — that are currently assigned to that person.
This view is especially useful for managers or team leads who want to quickly assess:
- Workload distribution among team members
- Response ownership and current progress
- Which conversations may need attention or reassignment
Summary
The conversation preview panel is designed to help you navigate and manage communication efficiently. Whether you’re viewing messages by inbox, customer group, or team member, the preview gives you an immediate sense of what’s happening — without needing to open every conversation.