The Inbox is your central hub for every customer conversation, no matter the channel. It has two tabs.
Messages tab
Every conversation for your organization across portal, text, and email, newest first. Each row shows:
The Messages tab header keeps the "Customer sees you as" identity line and your online-status display, plus a New Message button (see "Starting a new conversation").
Requests tab
Consumable supply requests submitted by customers. The structured request workflow is unchanged (New → Acknowledged → Approved → In Route → Delivered, or Declined). What's new: each request card has a Messages button that opens a linked portal discussion thread so you can chat with the customer about the request without leaving it.
Filter pills
Search matches customer name, subject, message preview, phone number, email address, and ticket number — results filter as you type.
Opening a conversation
Click any row to open the full conversation with its message history and a reply composer.