Use Inbox statuses, views, drafts, stars, and archive

Use Inbox views and request statuses to keep active conversations visible and completed work easy to find.

Available to

Owners, admins, and team members whose position includes Inbox access can use these organization tools.

Before you start

Inbox views answer “where is this conversation?” Request statuses answer “what does the team need to do next?” They are related, but they are not the same thing.

The main views are Inbox, Unread, Drafts, Sent, Archived, and Starred. When a conversation is tracked as a front-desk request, its working status can be Open, Waiting on client, or Resolved.

Steps

1. Open Messages → Inbox.
2. Use Inbox for the normal working list and Unread when you want only new activity.
3. Open Drafts to find unsent email or SMS replies. Open a conversation, review its saved draft, and select Send draft only when ready.
4. Open Sent to find conversations with outbound entries.
5. Select Add to starred on an important thread. Use Starred for quick return, then select Remove from starred when it no longer needs special attention.
6. Select Mark as unread when you want the thread to return to the team’s unread queue.
7. When a request status is available, use Open while action is needed, Waiting on client after the next move belongs to the client, and Resolved when the request is complete.
8. Select Archive thread only when the conversation should leave active Inbox work. Use Archived and Restore thread if it needs to return.

What happens next

The thread moves into the matching views immediately. Its full history remains attached to the same conversation, even when it is starred, resolved, or archived.

If you do not see this option

Some actions appear only on a saved conversation, and request statuses appear only where request tracking is enabled. If the entire Inbox is missing, ask an owner or admin to review your position’s workspace access.