Inbox Overview

Inbox is your central hub for all customer and team communications within the Text app. It brings together live chats, tickets, and team messages—everything you need to stay on top of conversations in one unified space.

Chats

The Chats section displays all ongoing conversations. It’s organized into helpful categories so you can quickly find what needs attention:

• All chats - All chats to handle.

• My chats – Active chats you’re currently handling.

• Queued – Chats in line for assignment.

• Unassigned – Conversations waiting to be picked up by an agent.

• Supervised – Chats you’re monitoring but not directly managing.

• Archive – A searchable history of all completed chats.
  
  

Tickets

In the Tickets section, you'll find all support tickets created within your organization. Easily filter tickets to suit your workflow:

• All tickets – View every ticket across your workspace.

• Unassigned – Tickets not yet taken by any agent.

• My open tickets – Focus on tickets you’re currently handling.
  
  

Click on the More button to access additional ticket categories, such as archived or spam tickets.

Creating a New Ticket from Inbox

To create a new support ticket from Inbox:

1. Click the + button next to the “Inbox” header.

2. Select New ticket.

3. Fill out the ticket details and click Send.

This feature is handy when you want to initiate a case on behalf of a customer or document an issue proactively.

Creating a New Ticket from Chat

To create a new support ticket during a chat with a customer:

1. Select a chat in the Inbox.

2. Click the three dots button next to the chat header.

3. Select Create a ticket option.

4. Fill out the ticket details and click Create ticket.

Tickets created from chats will contain the chat transcript in the initial message, making it easier to summarize discussed topic.

Team Chats

Team chats let you collaborate internally with your teammates - no need to switch tools. Use them to coordinate responses, ask for help, or share updates without leaving the Inbox.

You can:

• Send Direct Messages to other teammates.

• Create Rooms for team or topic-based group chats.

• Share files and use @mentions to notify teammates.
  
  

Creating a New Room

To create a new Room:

1. Click the + button either:

• At the top of the Rooms section

• Or next to the Inbox header.

2. Give your Room a name and invite teammates.
   
   

Rooms help your team stay aligned and respond faster to customer needs.

Visit Inbox in your Text App →