With the redesign, this middle panel isn't a single fixed view anymore, it's now two different ways of browsing the same conversations (Table and Preview), plus a Customers view built around contact records instead of loose "groups." This article walks through both.
Inbox: Table vs. Preview
Every inbox, whether it's a single shared inbox or a combined view like Mine, has a toggle in the top right for Table and Preview.
Table view lists conversations as spreadsheet-style rows. It's the view to reach for when you want to scan a lot of conversations at once, similar to how you'd work a list in a project tracker or a spreadsheet. Click a row and the conversation slides over the list rather than opening beside it.
Preview view keeps the conversation list and an open conversation side by side, closer to a traditional email client. Each row in the list shows:
- The contact's avatar, with a small channel icon (like the Gmail "G") showing where the message came from
- The subject line and a one-line snippet
- A small assignee avatar next to the date, showing who owns the conversation
- Any topic or linked-card tags that apply
- A comment preview when someone's left an internal note, showing the commenter's name and a short excerpt (for example, "@Christina Klopp See that...")
- Snooze or reminder indicators when either is active
Both views share the same filter and sort controls above the list:
- Open / Closed / Unread filters the list to conversations still needing action, ones that are done, or ones you haven't opened yet.
- Last Activity (default) or Last Inbound controls the sort order. Last Activity includes comments as well as incoming and outgoing messages; Last Inbound sorts by the most recent message you received.
Customizing what you see
Table view goes further: click the columns icon at the top right of the header row to choose which columns show and drag them into whatever order makes sense for your team. Subject always shows. You can add or remove Date, Inbox, AI, Related cards, Related locations, Linked tasks, Comments, Last comment, Contacts, Topic, Assignee, Attachments, Status, Flagged, and Wait time, similar to customizing columns in a spreadsheet or a Table view in Notion or Airtable. If someone on your team wants to see wait times and nothing else, they can build that view without changing what anyone else sees.
Table view also adds a Group by option (None, Sender, Date, Topic, Contact Type, Board, Read/Unread, or Comments) so you can cluster the list the way that's most useful in the moment, for instance grouping by Topic during a maintenance backlog, or by Contact Type when you're triaging by resident vs. prospect.
Customers View
Click Customers next to Inbox to switch from conversation-first to contact-first browsing. Instead of one flat list of "customer groups," this view is organized two ways:
- Views, in the left sidebar: My Conversations, Unassigned, Mentions, Snoozed, and All Conversations.
- Customer Types, just below: Owners, Prospects, Residents, Vendors (or whatever contact types your account uses), each showing only contacts of that type.
The list itself can also switch between Table and List layouts, and you can filter by location or contact type and sort by Last Activity or Last Inbound, the same sort options as the Inbox.
Click into a specific customer and you'll see two things at once: their conversations in the middle (with their own Open/Closed tabs and a channel filter), and their full contact record on the right, quick actions to start an Event, Email, SMS, or Call, plus Alerts, Tags, and Notes. This is also where any account-level alerts show up (for example, a lease or eviction status flag), right alongside the conversation list instead of buried in an individual thread.
Team View
The Team section (in the Inbox sidebar, below Help Desk) lets you see conversations by teammate instead of by inbox or contact. Click a teammate's name and you'll see everything currently assigned to them, across every shared inbox they have access to. It's the fastest way to check workload distribution or spot something that's been sitting untouched.
Summary
Whether you're scanning a big list in Table view, working side by side in Preview, browsing by contact in Customers, or checking in on a teammate's workload in Team, the goal is the same: get a sense of what's happening across your inboxes without having to open every conversation first.