Inbox overview

The Inbox lists every customer conversation. A conversation is an email thread: the customer's emails, Pip's drafts and the replies sent.

Tabs

The number next to Inbox in the sidebar is the number of conversations that need attention.

Today links to two more lists: Sent automatically, conversations with a reply sent without approval, and No reply needed, conversations whose newest email Pip found needs no reply (see Statuses).

Finding a conversation

• Search by the customer's name or email address, or by subject.
• On a team, filter by assignee: Assigned to you or Unassigned, then Apply.

From email to reply

A customer email arrives
        ↓
The conversation appears in the Inbox
        ↓
Pip drafts a reply
        ↓
┌─────────────────────────────────────────┐
│  Sent automatically, or awaiting        │
│  approval under Needs attention         │
└─────────────────────────────────────────┘
        ↓
The reply appears in the thread
        ↓
The customer writes again, and Pip drafts the next reply

Settings > Automatic sending decides which drafts are sent automatically; see Drafts awaiting approval.

In a conversation

Open a conversation to see the whole thread, oldest email first. You can also:

• Send, Edit or Discard draft on a draft awaiting approval, or ask for a new version with Rewrite with Pip.
• Write a reply to answer without a draft.
• Pause Pip here to stop Pip drafting in this conversation; Resume Pip turns it back on.
• See Why this was sent automatically on a reply sent without approval.
• Open Status, priority, assignee and notes to resolve the conversation, mark it as spam, change its priority, assign it to a teammate or add a note only your team sees.
• Open Customer details for notes about the customer and Delete customer data.

Privacy

Conversations are visible only to your team. Settings > Data retention decides how long they are kept; see Managing conversations.

Next steps

• Drafts awaiting approval
• Managing conversations
• Statuses