---
title: "Working the shared inbox"
description: "The conversation queue is the screen a support agent looks at all day. This section covers filtering, assigning, replying, internal notes and tidying up."
updated: "2026-08-28"
audience: [agent, administrator]
source: "https://helpdesk-docs.svr1.feedapp.click/en/hop-thu"
---

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 [#where-to-start]

New to the interface? Read [Sign in and find your way around](/en/bat-dau/dang-nhap)
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](/en/khai-niem/inbox-va-kenh).

## Pages in this section [#pages-in-this-section]

* [Filter the queue and bookmark the view](/en/hop-thu/loc-va-hang-doi) — narrow
  the queue down to your share of the work, then keep that view.
* [Assign an owner and teams](/en/hop-thu/phan-cong) — who is accountable, which
  teams are pulled in, who follows along.
* [Reply to a customer, or write a note](/en/hop-thu/tra-loi-va-ghi-chu-noi-bo) —
  two composer modes, and the boundary between them.
* [Tag a teammate and open a thread](/en/hop-thu/nhac-ten-va-luong-phu) — bring
  somebody in without cluttering the main timeline.
* [Archive a conversation and mute it](/en/hop-thu/luu-tru-va-tat-thong-bao) —
  tidy your own queue without touching a colleague's.
* [Reuse canned responses and a signature](/en/hop-thu/mau-cau-tra-loi) — a
  library for the wording you type over and over.
* [Message a colleague directly](/en/hop-thu/tin-nhan-truc-tiep) — private rooms
  between staff, inside the console.

## Worth knowing first [#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](/en/khai-niem/vai-tro-va-quyen).

Conversations and tickets are different objects and do not substitute for each
other; the line between them is drawn in
[Conversations versus tickets](/en/khai-niem/hoi-thoai-vs-ticket).