Conversation properties

Conversation properties describe the current state of a thread. They help your team find the right work, understand who owns it, and decide what should happen next.

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Overview

Use properties as part of triage. A well-managed conversation has a clear owner, useful labels, the right status, and a company or contact link where possible. Conversation properties drive views and filters. If a property is wrong, the conversation may appear in the wrong queue or be missed during triage. Go to Inbox, open a conversation, then select Details.

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Conversation properties

Properties are available from the conversation metadata panel and related menus.

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Status

Status shows where the conversation sits in your workflow. Admins can configure statuses from workspace settings. Statuses are workspace-defined, so the exact names in your workspace may differ. Use status consistently as a team; otherwise inbox filters become hard to trust.

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Assignee

Assignee shows who owns the next step. Use the Unassigned inbox view to find conversations that still need an owner.

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Labels

Labels categorize conversations. Use labels for themes such as billing, bug reports, onboarding, renewals, or priority customer issues. Labels are shared workspace objects. Admins can create, edit, and delete labels from settings. Go to Settings > Labels to manage workspace labels.

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Company

Company links the conversation to an account record. This keeps the conversation visible from the company page. Linking a company is especially important for WhatsApp, Telegram, Slack, and Teams group workflows where several people may participate in the same channel.

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Subject

Subject clarifies what the conversation is about, especially for long or multi-channel threads. Use a subject that describes the actual customer issue, not just the channel or sender.

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Manage conversation state

Conversation state controls whether the thread stays active, waits until later, or leaves normal views.

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Snooze

Snooze a conversation when no action is needed until a future time. Snoozed conversations move out of active views and appear in Snoozed. Snooze is useful for “waiting on customer” or “follow up later” work. Do not snooze work that still needs an internal owner; create or assign a ticket instead.

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Mark as spam

Mark spam when a conversation should be removed from normal inbox work. Spam conversations can be reviewed from settings. This gives admins a place to restore messages that were marked by mistake. Go to Settings > Spam to review spam conversations and blocked entities.

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Restore from spam

Admins and permitted users can review spam settings and restore conversations when needed.

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Delete conversation

Delete conversations only when the thread should be removed. Bulk delete actions may be available from list or table views. Deletion is more final than status changes, snoozing, or spam. Use those softer states when the conversation may still matter later.

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Filtering and views

Use filters and views to keep the inbox manageable.

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Search

Search helps find conversations by visible content and metadata.

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Filters

Filters narrow the inbox by properties such as status, assignee, label, company, or date fields where available.

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List and table views

The inbox supports list and table-style views. Use the view that best fits your current work: list for reading threads quickly, table for comparing properties. Use list view when the message preview matters. Use table view when ownership, labels, dates, or bulk actions matter more.