Inbox and conversations

The shared inbox is where teams manage incoming communication without losing context. Instead of different people replying from different devices with no visibility, the team can see the conversation history, owner, and related contact record in one place.

When inbox and CRM are separate, teams lose response history, deal context, and accountability. When they are connected, managers can see who is handling what, which contact has gone quiet, and which conversations should turn into opportunities or tasks.

Teams should not use the inbox as a passive message archive. The inbox should be treated as an operational queue. New, unread, unassigned, and overdue conversations should be visible and worked first.

Compact mode is designed for organizations that receive many leads or service requests every day. It keeps the conversation list dense enough for managers and agents to scan more work at once while preserving customer name, latest message, owner, status, channel, and time.