Finding and reading Inbox threads

Inbox search checks thread subjects, customer names and email addresses, object references, and message history within the selected queue. Use the page controls to browse further results.

Use All open to browse open work, My queue for threads assigned to you, and Unassigned for threads without an assignee. All statuses broadens the status filter. Automated threads remain in their separate view.

Open a thread to read its recent messages. Show earlier messages reveals older history while retaining your reading position. The message reader and reply editor use the same compact typography.

After closing one or more threads from the main Inbox, select Undo in the notification to restore their previous status. A thread whose status is no longer closed cannot be restored by that Undo action; refresh it to inspect its current state.

Calendar includes dated thread work. If that part of Calendar cannot load, a warning identifies the incomplete view and offers Try again.

In an opened thread, expand Object history in Details to view events for the linked record or customer. Customer history includes events across that customer's objects. History opens with those filters selected; clear the filters to browse all accessible merchant events. These events are separate from the messages in the thread. A thread without a supported linked record or customer has no History shortcut.

Select Link a record in the same panel to set the primary record or add a related record. Choose a recent invoice for the conversation's customer, use that customer, or enter another supported record's ID. Select Review link, enter a reason, and confirm the verified record. You need permission to update the conversation and read the record.

Changing the primary record preserves the previous reference and records your reason in the conversation history. Related links keep the primary unchanged. Records from another merchant or customer cannot be linked. If another operator changes the binding while you are reviewing it, refresh the thread and review again. Linking records does not change their financial state.

Transaction, refund and dispute context links open the existing payment-detail view, including its parent transaction and related activity. The separate History shortcut remains scoped to the exact linked record.

The Details panel lists primary and related records. Unavailable or unsupported references remain visible without an invented destination. The record picker searches and pages through supported records for the conversation's customer; a search result still needs review and confirmation. For an unbound conversation, link a verified customer or enter a known record ID first.

Expand any linked task to see its owner, state and due date and use the existing task actions. Completed tasks remain visible. A failed task or record lookup displays a retry message, rather than an empty list.

Snooze must end before a linked open dispute's verified evidence deadline, including disputes attached through a related record or payment. If the deadline cannot be verified, review the dispute before snoozing. This check also applies to batch Snooze; a rejected deadline prevents the batch from being applied. Submitted evidence and closed disputes do not create an outstanding evidence deadline.

Finding your work

The Inbox panel groups your regular views, saved work views, and links to Calendar and History. Unassigned, Snoozed and Closed open those filters directly. Todo / My queue shows work assigned to you that needs your attention. Your team’s access determines whether Team queue is available.

Task ownership and status are separate from the conversation’s owner and status. An open task can still need your attention while the conversation waits for a customer. Queue dates use your workspace’s saved timezone. A due date, an explicit follow-up and a Snooze wake-up have different meanings; a record’s due date does not automatically schedule a follow-up.

The Assistant reads fresh, authorized thread context when you ask it to analyse a conversation or draft a reply. Its evidence includes recent public messages, linked records and tasks, with source links and timestamps. Internal notes are excluded. Long threads and record lists may be shortened; the Assistant must identify missing or unavailable evidence. A recommendation or draft does not authorize sending or changing a record.

Personal saved views remember your scope, status, assignment filter and search. Open them from the Inbox panel. If a saved view has been removed or cannot load, Inbox explains the problem instead of silently showing a different view.

History has an Events and actions view and a Communications view. Communications shows the stored outbound content, recorded sender, channel and delivery outcome. A queued message is not proof of delivery. Missing send times or immutable version evidence are shown as unavailable. Object-scoped communication history follows the reference recorded on the message, so changing a conversation's linked invoice does not move its earlier messages to that invoice.

Supported Assistant task and reply proposals show their arguments for confirmation or cancellation. Task assignment and completion are checked against the latest recorded task update; changed work must be reviewed again. A reply accepted for sending remains queued until its delivery evidence is recorded in History.

Use Previous records and Next records in Details to browse long lists of related records. Scheduling waits for your workspace timezone to load. History date filters cover the full day in that timezone, including daylight-saving changes. The Assistant can propose changing or clearing a task's date; this does not change an invoice deadline or Snooze a conversation.