Inbox
The Inbox is where all incoming customer conversations are received, organized, and managed across channels.
The Inbox is your team’s central workspace for handling customer communication in Distance. It brings together conversations from chat, SMS, and social channels into a single, chronological view, allowing teams to monitor activity, review context, and take action without switching tools.
From the Inbox, you can assign conversations, organize them into folders, view customer details, manage tickets, and seamlessly switch between AI-handled and manual responses. This structure ensures every interaction is visible, traceable, and actionable.
Why the Inbox matters
Centralize communication. View and manage all inbound conversations in one place, regardless of source.
Maintain visibility and context. Access full conversation history, customer profiles, and related tickets while responding.
Support efficient collaboration. Assign conversations, mark items unread, and organize messages into folders to match team workflows.
Balance automation and control. Allow AI agents to handle responses while giving your team the ability to take over instantly when needed.
Prevent missed follow-ups. Keep conversations organized and accessible so no inquiry is overlooked or forgotten.
How the Inbox fits together
The Inbox brings all your customer conversations into a single workspace, keeping context close at hand.
Use Inbox navigation and folders to organize messages and keep less relevant conversations out of your main view.
Managing conversations with bulk actions lets you quickly assign, move, or mark multiple conversations at once, streamlining your workflow.
When a conversation requires a human response, taking over conversations from AI agents pauses automated replies so your team can step in directly.
You can also view contacts and tickets from the Inbox to access customer details and related requests without leaving the conversation.
Together, these tools help your team stay organized, responsive, and in control as conversations move between AI and human handling.
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