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Conversation Actions

Every conversation in the inbox comes with a set of actions that help you organize, prioritize, and manage your workload. These actions are accessible from the conversation list or from within an open conversation thread.

Video Walkthrough

Watch: Conversations & Unified Inbox: Manage Every Customer in One Place - 1:10–2:04

Available Actions​

Star​

Start

Mark important conversations with a star for quick access. Starred conversations can be filtered and sorted so your most critical threads are always easy to find.

Priority​

Priority

Set a priority level on a conversation to signal its urgency to your team. Priority indicators appear in the conversation list, making it easy to identify which threads need attention first.

Sticky (Pin)​

Pin a conversation to the top of your conversation list. Sticky conversations stay at the top regardless of sort order, so high-visibility threads are always front and center.

Snooze​

Snooze

Snooze until

Temporarily hide a conversation from your inbox and have it reappear at a specified time. Snooze options include:

  • Until reply - the conversation reappears when the contact sends a new message.
  • Until a specific date - the conversation reappears on the date and time you choose.

Snooze is ideal for an inbox-zero workflow. Clear out conversations that do not need immediate attention and let them resurface automatically when the time is right.

AI Agent Assignment​

Assign to Agent

Assign or reassign an AI agent to handle the conversation. This is useful when:

  • A new conversation comes in that should be handled by a specific agent.
  • You want to hand off a conversation from a human team member to an AI agent (or vice versa).
  • The current agent is not the best fit for the conversation topic.

Delete​

Delete Lead

Remove a conversation from the inbox. Deleted conversations are permanently removed, so use this action with care.

Next Steps​