# [Inbox]

Published 2026-10-09

> Frontline Inbox — Complete User Guide 1. Inbox Main Page Path: Frontline → Inbox What it does The Inbox is the main place where all customer conversations come together. It shows messages from all connected channels like

## **Frontline Inbox — Complete User Guide**

## **1\. Inbox Main Page**

**Path:** Frontline → Inbox

### What it does

The Inbox is the main place where all customer conversations come together. It shows messages from all connected channels like Messenger, Facebook, Instagram, Email, and more.

### What is on the page

At the top:

-   **Inbox** title.
-   **0 conversations** — Shows how many conversations are currently displayed.
-   Filter and view options.

In the left sidebar under **Frontline**, you can switch between:

-   **Inbox**
-   **Tickets**
-   **Reports**
-   **Forms**
-   **Surveys**
-   **Knowledge Base**
-   **Help Center**

Below that, there is a **Work queue** section with quick filters:

-   **Assigned To Me**
-   **Mentions**
-   **Unassigned**
-   **Awaiting Response**

If the inbox is empty, you see:

-   **No conversations found**
-   _"There are no conversations matching your filters."_
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/339eaae7-8d04-478a-122e-f467423b5300/public)
    

## **2\. How to Use the Filter**

At the top of the inbox, there is a filter button. Click it to open the filter menu.

The filter options include:

-   **Search** — Search for specific conversations.
-   **Unresolved** — Show only open conversations.
-   **Resolved** — Show only finished conversations.
-   **Unassigned** — Show conversations with no assignee.
-   **Participated** — Show conversations you joined.
-   **Awaiting response** — Show conversations waiting for a reply.
-   **Automation status** — Filter by automation rules.
-   **By Channel** — Filter by specific channel.
-   **Integration Type** — Filter by Messenger, Facebook, Email, etc.
-   **Created at** — Filter by date.

You can combine multiple filters at the same time.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/ccac4143-6359-4cb6-2fb8-2ebfc39ae100/public)

## **3\. Assigned To Me Filter**

Click **Assigned To Me** in the left sidebar to see only conversations assigned to you.

At the top, a filter tag appears: **Assigned to me**.

If no conversations are assigned to you, you see:

-   **No conversations found**
-   _"There are no conversations matching your filters."_
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/0c5b8314-dad7-48b2-7240-32da8d483500/public)
    

## **4\. Mentions Filter**

Click **Mentions** in the left sidebar to see conversations where someone mentioned you.

At the top, a filter tag appears: **Mentions**.

If no one mentioned you, the inbox will be empty.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/0c99996a-4a09-4ce9-da0d-ae3696d21300/public)

## **5\. Unassigned Filter**

Click **Unassigned** in the left sidebar to see conversations that do not have an assignee yet.

At the top, a filter tag appears: **Unassigned**.

This is useful for finding new customer messages that need to be assigned to a team member.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/464f6668-c8d3-4a45-f8ad-905e060c9700/public)

## **6\. Awaiting Response Filter**

Click **Awaiting Response** in the left sidebar to see conversations where a customer is waiting for your reply.

At the top, a filter tag appears: **Awaiting response**.

This helps your team prioritize messages that need attention.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/170efc49-287e-44e0-52b6-e03f914aef00/public)

## **7\. Combining Filters**

You can use more than one filter at the same time.

For example:

-   **Awaiting response** + **Personal inbox**

The filter tags will both appear at the top. You can remove a filter by clicking the **X** on the tag.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/52c9cbbc-b76b-46fd-5643-967c381ba700/public)

Another example:

-   **Awaiting response** + **Test Channel**

This shows only conversations in the Test Channel that are waiting for a response.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/350caddc-462c-4741-3ca8-7b2997c56800/public)

## **8\. Filter by Brand**

You can also filter conversations by brand.

In the left sidebar under **Brands**, select a brand name. Example: **nino**.

At the top, a filter tag appears with the brand name.

This is useful if your company manages multiple brands in one system.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/b504fa85-4780-4d48-1a2b-926a78b1f800/public)