Inbox Conversation Workflow

4 min read

Updated July 24, 2026

WorkflowsInboxProcessConversation Lifecycle

Every conversation in the Inbox — portal, text, or email — follows the same lifecycle.

Lifecycle

```

Inbound message → Open (unread) → Operator replies → Open (read) → Close → Closed

│

└─→ New inbound → auto-reopen (Open, unread)

```

States

Open — needs attention or is being actively worked. Includes both unread inbound and in-progress replies.

Closed — resolved; hidden from the default Open filter but always searchable and reopenable.

Typical flow

1. Inbound

A portal message, inbound text, or email reply lands as an Open conversation, marked unread.

An admin notification fires (bell + push) with the channel named in the copy.

If it's an unmatched text/email, it's captured under "Unknown" so it's never dropped — you can link it to the right customer later.

2. Triage

Open the Inbox → Messages tab and scan the unread conversations.

Filter by channel or status if the queue is long.

Click into the conversation for full history.

3. Reply

Type in the composer at the bottom of the thread and send.

The reply goes out on that conversation's channel automatically — a portal reply posts to the portal, a text sends from your business number, an email sends via your configured sender.

4. Close

When the issue is resolved, click Close (labeled "Mark Ticket Closed" on portal threads, "Close Conversation" on text/email).

The conversation moves to the Closed filter but stays fully searchable and part of the customer's Communications timeline.

5. Auto-reopen

If the customer sends another message on the same channel — an inbound text, an email reply, or a new portal message — the conversation reopens automatically and is marked unread.

You can also reopen manually at any time.

Typical flow

1. Inbound

A portal message, inbound text, or email reply lands as an Open conversation, marked unread.

An admin notification fires (bell + push) with the channel named in the copy.

If it's an unmatched text/email, it's captured under "Unknown" so it's never dropped — you can link it to the right customer later.

2. Triage

Open the Inbox → Messages tab and scan the unread conversations.

Filter by channel or status if the queue is long.

Click into the conversation for full history.

3. Reply

Type in the composer at the bottom of the thread and send.

The reply goes out on that conversation's channel automatically — a portal reply posts to the portal, a text sends from your business number, an email sends via your configured sender.

4. Close

When the issue is resolved, click Close (labeled "Mark Ticket Closed" on portal threads, "Close Conversation" on text/email).

The conversation moves to the Closed filter but stays fully searchable and part of the customer's Communications timeline.

5. Auto-reopen

If the customer sends another message on the same channel — an inbound text, an email reply, or a new portal message — the conversation reopens automatically and is marked unread.

You can also reopen manually at any time.

Customer Experience

Field Operations

Business Management

Learn & Discover

Support & Training

Inbox Conversation Workflow

Customer Experience

Field Operations

Business Management

Learn & Discover

Support & Training

Inbox Conversation Workflow

Lifecycle

States

Typical flow

1. Inbound

2. Triage

3. Reply

4. Close

5. Auto-reopen

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Related Articles

Lifecycle

States

Typical flow

1. Inbound

2. Triage

3. Reply

4. Close

5. Auto-reopen

Was this article helpful?

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