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An inbox is where conversations from one or more channels land. They’re the way to organize the work: you can have a single one or several, depending on how your team is set up.

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Why use several inboxes

By team

“Sales” and “Support” with their own queues and people.

By brand

If you serve more than one brand from the same workspace.
Each channel is assigned to an inbox, and each inbox has its own queue to distribute conversations among its agents.

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Chat mode and ticket mode

Each inbox runs in one of two modes:

Chat

Live conversation, like messaging. It appears in the inbox and counts as a conversation.

Ticket

Designed for help desk-style cases: worked as tickets, with more formal tracking. Only available for email.
Ticket mode is only available for email inboxes. Live messaging channels (WhatsApp, Instagram, Messenger, Telegram, web chat) always run in chat mode: they’re real-time conversations, not help desk cases. An email inbox can run in either chat or ticket mode, depending on what you need.

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Who sees each inbox

You can limit which team members have access to each inbox, so each team sees only its own. Conversation distribution respects that access.

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Where they’re configured

Inboxes are managed in Settings → Inboxes. See Settings.