The customer experience is unchanged. Customers still see Support in their portal and message exactly as before.
Naming
On the admin side the feature is called the Inbox. In the customer portal it is still labeled Support. Both refer to the same underlying conversations.
Customer Experience
Accessing Support
Starting Conversations
Customers can initiate support by:
Message Features for Customers
What customers do NOT see
Customers never see your SMS or email conversations in the portal — those live on the customer's phone and in their email client. Only portal-channel conversations appear in the portal.