Inbox and handoff

The inbox is the work your team still has to do. Open the group, then the inbox, and start with conversations Waiting on us. The rest can stay with the assistant.

Open a conversation to read what the customer wrote, what the assistant already answered, and any files they sent. Reply only after the handoff. Before that the assistant is still on the thread, and your message would cut across it. After the handoff, what you write goes to the customer on the same channel.

Tags are how you separate a return from a complaint without reading every subject line. Pin the queues you check all day and they sit under Inbox in the sidebar.

The inbox is only the group you have open. Switch groups in the menu to see the other shop. What the assistant knows does not cross between them.