Find a chat without scrolling the whole list.
The left bar is not decoration. It is the questions you ask on a shift: what is mine, what nobody took, what still needs a reply.
Conext folders come from the shift’s work. Tags mark the topic of the chat. Both live in the same inbox, not in another app.
Folders that come with the work.
All, Mine, Unassigned, and Pending. You do not build them: they come from who owns the conversation and whether it still needs a reply. The number next to each one is how many threads are in that folder now, not a lifetime total that does not help at 3 p.m.
Picking a folder is always a question about the inbox. If you are on Home or Products and you tap Pending, you land in the inbox with that filter on. The column does not change shape as you move around the app.
Tags on the contact, not in a spreadsheet.
Each thread has a contact panel. You add and remove tags there (sales, shipping, wholesale) without leaving the conversation. They mark what the chat is about when the customer’s name is not enough.
Assignment lives in the same place: someone responsible, or no one. Mine and Unassigned read that field. It is not a ten-step workflow; it is who is looking at it today.
In practice
- 1
You open the folder
Pending, mine, or unassigned. The list shrinks to what this shift needs.
- 2
You open the thread
The right-hand panel shows the contact, the agent, and the tags it already has.
- 3
You tag or assign
A new tag or a person. Everyone else’s folder updates on its own.
Folders sort the shift. Tags sort the topic. Both live in the same inbox.
Want to see it with your own threads?
Essential includes one channel, 500 AI conversations per month, and one active agent.