# Team Inbox & Conversation Management

The **Team Inbox** in OwnChat allows you to manage all customer conversations, track team performance, and organize communication efficiently through filters, analytics, and custom views.

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### 1. Accessing Team Inbox &#x20;

Follow the steps below to access the messaging interface:<br>

{% embed url="<https://app.supademo.com/demo/cmo49teue01kzyd0j3341m78s?utm_source=link>" %}

1. Click the **Chat** icon in the left sidebar
2. Open **Team Inbox** to view and manage all team conversations<br>

{% embed url="<https://app.supademo.com/demo/cmo49v3xk01l1yd0jnhhk0gzg?utm_source=link>" %}

### 2. Understanding Inbox Sections &#x20;

#### My Inbox &#x20;

* View all incoming messages
* Track total message count
* Manage assigned conversations

{% embed url="<https://app.supademo.com/demo/cmo4a25ib01sz3m0jrwwuogw9?utm_source=link>" %}

#### Conversation Filters &#x20;

You can filter conversations using the dropdown:<br>

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* **All** – View all conversations
* **Open** – Conversations awaiting response
* **In Progress** – Ongoing conversations
* **Closed** – Completed conversation
* **Unread** – Messages not yet viewed
* **Bot** – Bot-handled conversations

#### Mentions  <br>

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* View messages where you are tagged
* Use filters to refine mentions:
  * **All** – All mentions across workspace

### 3. Conversation Filtering & Status Management &#x20;

#### Status-Based Filtering  <br>

{% embed url="<https://app.supademo.com/demo/cmo4aaytk01ta3m0jpt8rpbq8?utm_source=link>" %}

Click the dropdown filter

Select:

* **All**
* **Open**
* **In Progress**
* **Closed**

#### Advanced Filtering &#x20;

Use **Status Filter dropdown** to refine results

* Combine filters with:
* Date
* User
* Tags

### 4. Analytics Dashboard &#x20;

{% embed url="<https://app.supademo.com/demo/cmo4aneeq01u13m0jjh8jhelw?utm_source=link>" %}

Click **Analytics** to view performance insights.

#### Key Insights Available &#x20;

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* Conversation metrics overview
* Team performance tracking
* Response time analysis
* Chat activity monitoring

**Data Table** &#x20;

* **User Response Data** shows individual performance

**Date Filtering** <br>

{% embed url="<https://app.supademo.com/demo/cmo4apr0o01u33m0janmkw26s?utm_source=link>" %}

1. Click **Today** dropdown
2. Select:

* Today
* Current Week
* Last Month

### 5. Conversation View & History &#x20;

#### Viewing Conversations  <br>

{% embed url="<https://app.supademo.com/demo/cmo4atc3j01qfyd0jfs9lv8t3?utm_source=link>" %}

1. Click **Conversation**
2. Select **All Conversation** tab
3. Apply filters if needed

#### Filtering Options &#x20;

* Status (Open / Closed)
* Date range
* User-specific responses

#### Viewing History  <br>

{% embed url="<https://app.supademo.com/demo/cmo4b5qvy01qiyd0jt28umc1f?utm_source=link>" %}

1. Click the **History icon**
2. View complete conversation records

### Opening Chat  <br>

{% embed url="<https://app.supademo.com/demo/cmo4b73r001y43m0j08aogkgd?utm_source=link>" %}

1. Click the **Chat icon**
2. View customer chat screen
3. Check customer status column

### 6. Conversation Grouping & Details &#x20;

#### Group Conversations  <br>

{% embed url="<https://app.supademo.com/demo/cmo4auv9n01xd3m0j9u8ayeen?utm_source=link>" %}

* Click **Conversation Group** tab
* Select a user (e.g., Swathi)

#### View Details  <br>

{% embed url="<https://app.supademo.com/demo/cmo4azc7i01bg010jy5dif7je?utm_source=link>" %}

1. Click **View Conversation**
2. Review message history

   #### Close Panel &#x20;

   * Click overlay area to close user details panel

### 7. Bulk Actions on Conversations &#x20;

{% embed url="<https://app.supademo.com/demo/cmo4ba8wu01y63m0jsthvdr6s?utm_source=link>" %}

#### Select Conversations  <br>

{% embed url="<https://app.supademo.com/demo/cmo4bhok901r7yd0jaly6td0d?utm_source=link>" %}

* Use checkbox to select users

**Available Actions**  <br>

{% embed url="<https://app.supademo.com/demo/cmo4bktld01c2010jc90r6vxk?utm_source=link>" %}

* Update assignee

Change status using **Update Status**

### 8. Date & Status Filtering (Advanced) &#x20;

#### Date Filter &#x20;

1. Click date dropdown
2. Select required range<br>

{% embed url="<https://app.supademo.com/demo/cmo4bxy9p020r3m0jfxlfhufi?utm_source=link>" %}

#### Status Filter &#x20;

* Open
* In Progress
* Closed

### 9. Team-Based Inbox Navigation &#x20;

#### My Team &#x20;

{% embed url="<https://app.supademo.com/demo/cmo4c0hmz01c5010jkv6mn1cn?utm_source=link>" %}

* View team conversations
* Collaborate internally

#### Team Selection  <br>

{% embed url="<https://app.supademo.com/demo/cmo4c1tex01tvyd0jt1hbqfbi?utm_source=link>" %}

* Marketing Team → View conversations
* Developer Team → Access team inbox

#### Inbox View  <br>

{% embed url="<https://app.supademo.com/demo/cmo4c4vgz01txyd0j9y1uzvvm?utm_source=link>" %}

* View unassigned conversations
* Manage incoming messages

#### Private & Public Views &#x20;

**Private Section** <br>

{% embed url="<https://app.supademo.com/demo/cmo4c70q2021o3m0j6le9vd1h?utm_source=link>" %}

* Manage personal conversations

**Create Private View**  <br>

{% embed url="<https://app.supademo.com/demo/cmo4c8776021q3m0j2wnof2ap?utm_source=link>" %}

1. Click **+ icon**
2. Enter view name
3. Click **Add Filter**
4. Apply filters:

* Inbox Status
* Tags (e.g., Interested)

5. Click **Save View**

#### Delete Private View  <br>

{% embed url="<https://app.supademo.com/demo/cmo4c9bdm021s3m0jmhe29dj0?utm_source=link>" %}

1. Select view
2. Click **Delete**
3. Confirm with **Yes**

#### Public Section &#x20;

* Access shared team views<br>

{% embed url="<https://app.supademo.com/demo/cmo4cah1l01ec010jgh77ufh0?utm_source=link>" %}

#### Create Public View  <br>

{% embed url="<https://app.supademo.com/demo/cmo4cbrg0021u3m0jsu884094?utm_source=link>" %}

1. Click + icon
2. Enter view name<br>

{% embed url="<https://app.supademo.com/demo/cmo4cdie501eq010jp3m1fmvl?utm_source=link>" %}

1. Click Add Filter
2. Select:

* Tags
* Filter type

5. Click **Save View**

#### Delete Public View  <br>

1. Click **ellipsis (⋯)**
2. Select **Delete**
3. Confirm with **Yes**

### 11. Additional Controls &#x20;

#### View Toggle &#x20;

* Switch between:<br>

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* **Table View**
* **Chat View**

#### Conversation Actions &#x20;

* Access more options using **ellipsis menu (⋯)**
* Delete conversations if required

### Summary &#x20;

The Team Inbox enables you to:

* Manage all customer conversations centrally
* Filter conversations by status, date, and user
* Monitor team performance through analytics
* Organize chats using private and public views
* Perform bulk actions efficiently

Track complete conversation history


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