How-to guide
Use Inbox Intelligence
Use Inbox Intelligence to surface useful conversation context and focus your team on messages that need attention.
Before you start
- A connected account with recent conversation activity.
- A team process for reviewing priorities.
- Clear guidance for when to escalate a conversation.
Follow these steps
- 1
Open the inbox and review the available insights for active conversations.
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- 2
Use the context to identify priority, sentiment, or next best action.
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- 3
Confirm the recommendation against the full conversation, then reply, assign, or escalate.
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What this helps you do
- • Faster prioritisation in a busy inbox.
- • More context before a teammate responds.
- • A consistent approach to reviewing customer needs.
Troubleshooting
- • Treat insights as decision support, not a replacement for reading the conversation.
- • Check your workspace data and permissions if insights are unavailable.
- • Escalate sensitive conversations to a human owner.
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