Guides

How to use: Start your day by opening Frontline Inbox to see all new customer messages. The inbox shows conversations from all channels in one list—look for unread messages marked with a blue dot or bold text. Click on any conversation to open it and read the full message thread. To reply, type your response in the text box at the bottom and click "Send." If you need time to research an answer, click "Snooze" to temporarily remove the conversation from your active list—it will reappear at the time you set. Use the "Assign" button to transfer a conversation to a colleague who can better handle it. Add internal notes by clicking the note icon—these are only visible to your team, not the customer. Use filters at the top to view only messages from specific channels, unassigned conversations, or messages assigned to you. Mark conversations as "Resolved" when the customer's issue is completely handled. Check the conversation sidebar to see the customer's profile, previous interactions, and any related tickets or orders.