Folders and what they mean

Each column has one panel icon. The icon in the inbox menu’s header hides the menu, and the icon in the details panel hides the details; while a column is hidden, an icon to bring it back appears where it was (beside the list’s title for the menu, at the top left of a conversation for the list, in the conversation header for the details). Drag the gap between two columns to make one wider or narrower; drag the conversation list all the way to hide it; double-click the gap to go back to the usual width. Widths and hidden columns are remembered in this browser.

• All conversations — everything open on every channel (website chat, WhatsApp, Instagram, Messenger), whether the AI Agent or a person is handling it: the whole shared inbox in one list.
• Unassigned — nobody on your team owns it yet. The badge on the Inbox icon counts these.
• My open — assigned to you and not solved.
• Following — conversations you chose to follow.
• Snoozed — hidden until a time you picked, or until the customer writes again.
• Archived — conversations someone archived (closed). A new message from the customer reopens it; so does Undo right after archiving.
• Tickets — email conversations, with their own Unassigned, My open and Solved.
• Mentions — internal notes where a teammate @mentioned you.
• AI Agent — conversations the assistant is handling on its own.
• Spam — marked as spam; not counted anywhere.

Filters, further down the column, are lists by what is true about a conversation — see “Inbox filters”. The two icons beside the sort switch between the chat layout (list beside the thread) and a table of every conversation with status, assignee, waiting time and SLA — the view for whoever runs the shift.