Working the shared inbox
The conversation queue is the screen a support agent looks at all day. This section covers filtering, assigning, replying, internal notes and tidying up.
Every message from every channel lands in one queue, under Conversations. This section walks through each task you carry out on that screen, in the order a shift tends to run.
Where to start
New to the interface? Read Sign in and find your way around first — it names the three regions the pages below keep referring to.
To understand why a conversation sits in this queue rather than another one, see Shared inboxes and channels.
Pages in this section
- Filter the queue and bookmark the view — narrow the queue down to your share of the work, then keep that view.
- Assign an owner and teams — who is accountable, which teams are pulled in, who follows along.
- Reply to a customer, or write a note — two composer modes, and the boundary between them.
- Tag a teammate and open a thread — bring somebody in without cluttering the main timeline.
- Archive a conversation and mute it — tidy your own queue without touching a colleague's.
- Reuse canned responses and a signature — a library for the wording you type over and over.
- Message a colleague directly — private rooms between staff, inside the console.
Worth knowing first
Permission to write in a conversation is a separate axis from being able to sign in. An account without it still reads the queue, but the composer is locked and says so. The detail is in Roles and per-feature permissions.
Conversations and tickets are different objects and do not substitute for each other; the line between them is drawn in Conversations versus tickets.
Glossary of helpdesk terms
Each CloudFly Helpdesk concept paired with the exact English label the console prints for it, so this documentation and the screen name one thing one way.
Filter the queue and bookmark the view
Narrow the conversation queue down to your share of the work with channel, tab, status and order, then bookmark the URL so the same view opens next time.