Team Inbox: Assign, Comment, Snooze and Send Later

One inbox works well until three people are answering it. Someone replies twice, someone assumes the other person has it and the customer who asked on Friday is still waiting on Tuesday. Messages now shows who has each conversation, lets you talk about it without the customer seeing and gets it out of the way until it needs you.

Know who has it

Assign a conversation. Pick yourself or a teammate from Assign in the conversation header. A teammate you assign is sent a notification on their phone.
Mine. A new view that holds the open conversations you are assigned to or taking part in, with a count of the unread ones.
See who is across it. Participants shows who is on a conversation and whether each teammate has seen the latest.
A record in the thread. Small markers such as Assigned to Mike by Jess and Archived by Jess show who did what and when.

Talk about it without the customer seeing

Internal comments. A comment bar sits under the reply box. Comments stay with your team and are never sent to the customer.
@mention a teammate. Type @ and pick a name. They are sent a notification on their phone.
Reply, edit and attach. Reply to a comment, fix your own and add photos or files.

Deal with it now or later

Snooze. Later today, tomorrow morning, Monday or a time you pick. The conversation leaves Open and comes back when the time is up, or straight away if the customer writes again.
Archive and Trash. Archive when it is done. Trash for the junk. Nothing is deleted and a new message from the customer brings the conversation back.
Unknown senders live in Open. The Unassigned tab is gone. A message from someone who is not a customer yet shows in Open with an Unmatched badge, with Link to customer beside it.

Send it your way

One button, four choices. Send, Send and archive, Send and snooze or Send later. The button remembers Send or Send and archive. The other two are one-off choices.
Send later. Write the reply at 9 pm and have it go at 8 am. The scheduled message sits in the thread where the team can see it. Whoever scheduled it can edit or cancel it until it sends.
Undo send. When you press Send in Messages, your SMS or email is held for 6 seconds with an Undo button. Press it before you start writing anything else and the message comes back to the composer.

Also in this release

Attachments show an icon for their file type.
Delivery statuses on the portal update while you watch, with no refresh. Click a status to see when a message was sent and delivered.
Forwarding an email brings its files and images along as attachments.

On your phone as well

The mobile app has the same views, assignment, comments, snooze, Send later and undo send. Close and reopen the app if you do not see them. Team members who work from the app can pick up and reply to conversations there.

Who gets what

Send later, undo send, Archive, Trash and the Open, Unread, Archived and Trash views are on every plan. Assignment, Mine, comments and mentions, participants and snooze are on Growth and Scale. If you work alone, the assignment options stay out of your way.

Read the guides: the team inbox, snooze, archive and trash and Send later and undo send.