The conversations inbox

Once Conversations is on, a Conversations section appears in your dashboard sidebar. It is a shared inbox: every owner and admin works from the same conversations, and anyone can reply. A few things stay personal to you, though: the reminders that surface in your Queue, your Unread view, and the conversations assigned to you in Mine.

The three main views

The sidebar pins three views:

Queue is home. It holds open conversations where the customer is waiting on your team, oldest waiting first with currently online visitors moved to the top, plus anything where you have a reminder due. When it is empty, no one is waiting on you. Queue and Open carry live counts.
Open shows every open conversation except snoozed ones, most recent first.
All shows everything in one list — open and resolved conversations, including snoozed ones — so resolved threads never disappear from view.

Queue is the one to work from. If Juno is handling a thread, it stays out of your Queue until Juno hands it over or the customer needs a human.

The other views

The filter at the top of the conversation list reaches everything else:

Mine shows open conversations assigned to you.
Unread shows open conversations with messages you have not read yet.
Snoozed holds open conversations hidden until a wake time.
Resolved is where conversations go when you resolve them.
Spam and Archived sit below a divider. They are out of the inbox entirely.

Assignment

A conversation can have one assignee, an owner or admin who takes it on. The assignee chip in the thread header shows who has it. Select it to assign the conversation to yourself or a teammate, or to unassign it. From the composer, the Assign to me and Unassign slash commands do the same.

Your first public reply to an unassigned conversation assigns it to you. An internal note does not, and neither does a reply to a conversation someone else already has. If you unassigned yourself from a conversation, replying again leaves it unassigned.

Once a conversation is assigned, new customer messages alert the assignee instead of the whole team. Unassign it to send alerts to everyone again. See Conversation notifications.

Search

The search field above the list searches open, resolved, and archived conversations. Spam is excluded. Search terms need at least 3 characters, and queries are capped at 200 characters and 8 terms.

Conversation details

Open a conversation and select Show details to see who you are talking to: visitor details, environment, the page they started from, any linked feedback requests, and for identified members, their product activity and contributions.

Contacts that came from self-declared details rather than a verified sign-in show an Unverified badge.