The Inbox conversation list helps you quickly locate customer conversations, prioritize your work, and perform common conversation management tasks without opening every conversation.

This article explains how to navigate Inbox views, search and filter conversations, understand conversation states, and manage conversations directly from the conversation list.

If you’re new to Inbox, see “Getting started with SleekFlow Inbox” for an overview of the Inbox interface.

To learn how to send messages and manage conversations after opening them, see “Sending messages and Internal Notes in SleekFlow.” 

Choose the conversations you want to work on

The Inbox side menu organizes conversations based on your relationship with them, their current handling stage, and your workspace permissions.

My Inbox

Use My Inbox to manage conversations assigned to you. This is the primary view for handling your own customer conversations.

Collaborations

Use Collaborations when you’re helping another teammate manage a conversation without becoming its primary assignee.

If you’re removed as a collaborator, the conversation is automatically removed from this view.

Mentions

Use Mentions to quickly find conversations where another teammate has mentioned you. This view helps you keep track of conversations that require your attention or input.

Lifecycle stages

If lifecycle management is enabled for your workspace, conversations can also be grouped by lifecycle stage.

Lifecycle stages are configured by your organization and may differ between workspaces.

To learn more about lifecycle stages, see “Manage conversation lifecycle stages.”

Company Inbox

Use “Company Inbox to browse conversations beyond your personal Inbox views.

The conversations you can access depend on your role, team membership, and workspace permissions. 

Customize your Inbox sidebar

You can customize the Inbox side menu to show the views that are most relevant to your workflow.

To edit your side menu:

1. Hover over the Inbox sidebar.
2. Click the icon that appears at the top of the sidebar
3. Select or deselect the views you want to display.
4. Click “Save” to apply your changes.

You can customize sections such as:

• Primary views, including My Inbox, Collaborations, Mentions, and Calls.
• Lifecycle stages, if lifecycle management is enabled for your workspace.
• Company Inbox views available to you based on your permissions.

Notes: 

• Your customized side menu settings only apply to your own account. They do not affect other users’ Inbox views or the shared Company Inbox view. 
• Available views may vary depending on your workspace configuration, role, and permissions.

Find the conversation you need

After selecting an Inbox view, you can narrow down the conversation list using search, assignment, sorting, and filters.

View conversations by status

Use the status menu to display conversations based on their current handling status.

Available conversation statuses include:

• Open: Conversations that are currently active and require attention.
• Snoozed: Conversations that have been temporarily paused and scheduled to reopen later.
• Closed: Conversations that have been resolved or completed.

You can change a conversation’s status from the conversation list or from within the conversation.

Search for conversations

Click the “Search” icon to open the search bar. Use search when you already know who you’re looking for or remember part of a conversation.

You can search by:

• Contact name
• Phone number
• Keywords from conversation messages

Search is limited to the currently selected Inbox view. For example, searching from My Inbox only returns matching conversations from My Inbox.

Results appear automatically as you type.

View assigned or unassigned conversations

Use the assignment menu to display conversations based on ownership.

• Assigned displays conversations that already have an assignee.
• Unassigned displays conversations that haven’t been assigned yet.

The assignment menu also shows the number of conversations in each category.

Note: This option isn’t available in My Inbox or while searching.

Sort conversations

Sorting changes the order in which conversations appear.

Choose:

• Newest first to prioritize recent customer activity.
• Oldest first when reviewing older conversations or working through a backlog.

Sorting only changes the display order and doesn’t modify the conversations themselves.

Filter conversations

Filters help you narrow the conversation list based on specific criteria.

Depending on your workspace configuration, you can filter conversations by:

• Channel
• Labels
• Assignee
• Collaborator
• Lists
• Lifecycle stage
• Date range

You can combine multiple filters to further narrow the results.

If no conversations match the selected filters, Inbox displays “No conversations here.” 

Prioritize conversations

Inbox provides several ways to identify conversations that need your attention.

Unread conversations

Use the Unread filter to find conversations containing activity that you haven’t reviewed.

Unread status is tracked individually for each user.

Inbox displays unread information in two ways:

• An unread badge on a conversation showing the number of unread messages.
• Unread counts beside Inbox views showing the number of unread conversations.

A conversation is automatically marked as read after you’ve viewed the latest messages. You can also manually mark a conversation as Read or Unread from the conversation actions menu.

Unreplied conversations

Use the Unreplied filter to identify customers who are still waiting for a response.

A conversation remains unreplied until an outgoing message is sent from SleekFlow, including replies sent by an agent, AI agent, campaign, or Flow Builder.

Internal notes don’t count as replies and don’t remove a conversation from the Unreplied filter.

Tips:

Although they sound similar, Unread and Unreplied represent different conversation states.

• Unread means there is activity you haven’t reviewed yet.
• Unreplied means the customer’s latest message is still waiting for a reply.

For example, you might read a customer’s message without responding immediately. In that case, the conversation is no longer unread, but it remains unreplied until a reply is sent from SleekFlow. 

Manage conversations from the conversation list

You can perform several common conversation management actions directly from the conversation list.

Change a conversation’s status

Conversation status indicates the current handling stage of a conversation.

Available statuses include:

• Open
• Snoozed
• Closed

You can change a conversation’s status from the conversation list or from within the conversation.

Note:

• Snooze a conversation until a specific date and time when you plan to return to it. While snoozed, the conversation moves to the Snoozed status and is removed from the default Open view. The conversation automatically becomes active again when the snooze period ends or when the customer or a collaborator sends a new message.
• Close conversations that have been resolved to keep your Inbox organized. You can reopen a closed conversation at any time from the conversation actions menu.

Pin important conversations

Pin important conversations to keep them at the top of your conversation list for quick access.

Pinned conversations are personal to your account and don’t affect other users.

Pinned conversations always appear above unpinned conversations.

Mark conversations as read or unread

Mark conversations as Read or Unread to manage your own unread state.

This only affects your own view and doesn’t change whether a conversation is considered Unreplied.

How Inbox tools work together

The different Inbox controls work together to help you quickly find and organize conversations.

A typical workflow looks like this:

1. Select an Inbox view to choose the conversations you want to work with.
2. Narrow the list using the Assignment menu if needed.
3. Search for a specific conversation or apply Filters to refine the results.
4. Sort the conversations to prioritize what to work on next.
5. Manage conversations directly from the conversation list using actions such as pinning, snoozing, marking as read, or changing their status.

These controls change how conversations are displayed and managed, but they don’t change conversation ownership unless you explicitly update it.