The inbox

Forwarded email and chat hand-offs, as conversations your team works through together.

What arrives

Each forwarded email and each chat hand-off becomes a conversation, within a minute.
An email from the same customer on the same subject (Re: and Fwd: aside) within 30 days joins its conversation, and reopens it if it was pending or closed.
A chat hand-off shows The chat before it.
Each conversation holds the customer's messages, the suggested reply from your docs with its sources, your team's replies and notes, and a line for every change saying who made it and when.
Their other conversations are listed beside it. Click the customer's name to see your conversations with them on one page (the latest 200, with the full count).
The top of the conversation says how far the customer's address can be trusted: signed in on your site, typed into the chat, not verified, or from their email, not verified.

Statuses and views

A conversation is open (waiting on your team), pending (waiting on the customer) or closed. An email conversation reopens when the customer writes again on the same subject.

The views at the top of the Inbox are Open, Mine (open or pending, and assigned to you), Pending, Closed and All. Each view, search or tag shows up to 100 conversations, the most recent customer message first.

Working on a conversation

Reopen, Waiting on them and Close change its status.
Assigned to: choose someone on your team, or Everyone, then Save. Assigning someone else emails them, if they chose to hear about it.
Snooze: Tomorrow morning (8:00 UTC), In 3 days, or In a week. A snoozed conversation waits in Pending, and comes back to Open when the snooze ends or the customer writes.
Tags: type in Add a tag and press Add; press × to take one off. Up to 10 tags a conversation, each up to 24 letters, digits, spaces and dashes, kept in lower case. Click a tag to see every conversation that has it.
Internal note: write it and press Add note. Only your team sees notes; the customer never does. Up to 5,000 characters.

To reply, see Replying from the inbox.

Search

The search box looks through subjects, customers' names and addresses, and every message, in every status. Characters such as % and _ are matched as they are.

Doing several at once

Tick conversations in a list, choose an action under For the ones ticked (Close, Mark waiting on them, Reopen, Unassign, Assign to someone, or Tag with…, with the tag typed beside it), then press Apply. Up to 100 at a time. Any already in that state are left as they are.

Working together

A conversation shows who else on your team has had it open in the last 5 minutes. Check before you both answer.
If someone replies while you are writing, your Send is held. Your text stays in the box and their reply is shown. Press Send again if yours still helps.

Inbox rules

On the Email page, an admin can have conversations close by themselves after waiting on the customer for 3, 7 or 14 days. Snoozed ones are left alone. Until an admin chooses, nothing closes by itself.

How long conversations are kept

Open and pending conversations are kept. A closed one is deleted a year after its last message, with its files.

For what each person is emailed about, see Your team.

Still stuck? Write to hello@getswaru.com.