The staff inbox is where your firm manages all client communication. Go to Messages (💬) in the left sidebar to open it. When you arrive, the most recent active thread opens automatically.
Inbox Layout
The inbox is split into three panels left-to-right:
- Thread list — All your conversations on the left.
- Message bubbles — The selected thread in the center. Client messages appear on the left; staff replies on the right.
- AI summary panel — Emma's summary of the thread on the right (context, key points, suggested reply).
Thread List Filters
At the top of the thread list are filter tabs:
- Active — All threads that are Open or Waiting. This is your working inbox.
- Open — Threads waiting for your reply (client sent the last message).
- Waiting — Threads waiting for the client (you sent the last message).
- Resolved — Completed conversations.
- All — Everything, regardless of status.
There's also a My Inbox / All Inbox toggle to switch between threads assigned to you and all firm threads.
Searching Threads
The search box at the top of the thread list filters by client name or subject in real time. Use it to find a specific client's thread without scrolling.
Thread Actions
Assign a Thread
In the thread detail header, use the Assignee dropdown to assign the thread to a specific staff member. Assigned threads appear in that person's "My Inbox" filter. Use this to delegate client communication responsibilities.
Mark Resolved
When a conversation is complete, click Mark Resolved in the thread header. The thread moves to the Resolved tab and off the active inbox. You can reopen it anytime with Mark Open.
Tag a Company
Click the tag button in the thread detail to link a Company to the thread. This provides context for staff — they can see which business this conversation is related to without leaving the inbox.
Share with a Colleague (@mention)
In the reply box, type @Name to mention a colleague. They are added as a participant on the thread and it appears in their inbox with a "Shared by [You]" badge. Use this to loop in teammates on complex client situations.