Inbox holds every conversation, from the chat widget and from email, in one list. Most of them airys has already answered — you are reading to catch the ones it could not.
The list
Each row shows who it is with, the last message, and when. Conversations you have not opened stand out.
Newest first is the default: whatever moved most recently is at the top.
Priority first puts the pressing ones above the merely recent. airys sets a priority on each conversation from what the customer wrote — someone who cannot complete an order outranks someone asking about opening hours.
Narrowing it down
Status — open conversations, resolved ones, or everything.
Priority — show only high, only low, or any mix.
Search — matches what was said, not just names.
The filters stack, so “open, high priority” is one view.
Resolving
Mark a conversation resolved when it is done. Two things follow: it leaves your open list, and airys reads it for anything worth remembering — see “Turning conversations into learnings”.
Resolving is worth doing for that second reason alone. A resolved conversation teaches; an open one that everybody stopped replying to does not.
If a customer writes again afterwards, the conversation reopens by itself.