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. Two things stay personal to you, though: the reminders that surface in your Queue, and your Unread view.
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:
- 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.
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.