Inbox overview

The Inbox combines supported customer channels while keeping every channel identity and conversation distinct. Use it to reply, assign work, connect contacts, add notes, create follow-ups, and qualify opportunities without losing the conversation context.

Main areas

• Conversation list: filter by assignment, channel, tag, name, or phone.
• Conversation: read and send messages, attachments, templates, and emoji.
• Customer context: view the contact, account, opportunity, notes, follow-ups, AI insight, and send history.
• Suggestions: review possible contact matches and service suggestions before confirming anything.

Qonvera does not automatically merge people based only on a similar display name. Cross-channel matches require human confirmation.

Daily workflow

1. Open Mine or Unassigned.
2. Review the channel badge and connection status.
3. Link or confirm the contact and account.
4. Use the suggested service when reliable, or choose one manually.
5. Create an opportunity only when sales intent is qualified.
6. Always leave an owned next action when further work is required.

Related: Reply windows and templates and Customer identity and service suggestions.