Inbox

The Inbox is where all customer conversations are received, organized, and managed across channels.

Introduction

The Inbox is your team’s central workspace for managing customer conversations in Distance. It brings together messages from chat, SMS, email, social channels, campaigns, and automations into a single chronological view, allowing you to monitor activity and respond without switching tools.

Each interaction is grouped into a conversation thread by contact, ensuring inbound messages, campaign replies, and automation messages remain part of the same communication history while keeping all customer context in one place.

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Why the Inbox matters

Centralize communication. View and manage all inbound and outbound 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.

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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 update 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.

Each conversation is grouped by contact, ensuring inbound messages, campaign replies, and automation responses remain part of the same communication history.

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.