Inbox (1:1 Consultation)
A guide to using Inbox to receive, assign, and resolve customer inquiries from multiple channels in one place.
Articles
- Getting Started with the Inbox — Screen Layout and Core Concepts — Learn the four-panel layout of the 1:1 chat inbox, when conversations are created, the 8 inbox views and status tabs, how to read the conversation list, AI response quota, where to find chat settings, and the rules for read status, deletion, and read-only members.
- Replying to Inquiries — Replies, Internal Notes, and Saved Replies — A complete guide to the composer: the difference between replies and internal notes, formatting, automatic draft saving, file attachments (up to 3 files, 10 MB), automatic masking of sensitive numbers, inserting saved replies, scheduled sending, and why you may be unable to reply to unassigned conversations.
- Creating and Managing Saved Replies — Shortcuts, Folders, Visibility, and Post-Send Actions — How to create and manage frequently used replies as saved replies (macros): where to find the management screen, setting the title, shortcut, folder, and visibility (team-wide or personal), writing the body and using variables, post-send actions (tags, assignee, close, snooze), inserting them in the composer with /, sorting, duplicating, and deleting in the list, CSV import and export, and plan and permissions. Keywords: saved replies, macros, shortcuts, reply templates, canned responses, CSV import.
- Assignee and Priority Management — Assign, reassign, and unassign owners, including the confirmation dialog at each step, how to read the presence status dot, using "Assign to me," and the four priority levels and how to use the urgent view.
- Conversation Status Management — Snooze, Close, and Satisfaction Ratings — How to wrap up conversations, including snooze presets and auto-unsnooze conditions, tag classification at close and the background actions that run afterward, satisfaction (CSAT), automatic reopening, business hours, auto-close for unresponsive conversations, auto-close for Leni-handled conversations, and away message settings.
- Conversation Tags and Search — Create two-level hierarchical conversation tags, roll-up aggregation, precautions when deleting parent tags, and search operator syntax (assignee:, tag:, state:, is:, after:) with combination examples.
- Working with Leni (AI) — Automated Replies and FAQ Drafts — Where and when Leni, the AI support assistant, responds; what it bases its answers on and how sources and links appear to customers; cases where Leni can't find an answer or hands off directly to a human agent; reply language and AI response profiles; AI usage; and the cycle of FAQ drafts and knowledge expansion. Keywords: Leni, AI auto-reply, chatbot, handoff, agent connection, AI response coverage.
- Sending Conversations to Development as Tickets (Jira · Linear · Notion) — Creating AI ticket drafts, reviewing drafts and copying them as Markdown, ticket templates and variables, exporting to Jira, Linear, and Notion (Pro plan), and how to set up integrations.
- How to Read the Customer Information Panel — The customer profile in the conversation detail panel, including the verified badge, account email and contact email, traits, environment and referral source, customer notes, recently viewed pages, and past conversations and activity timeline.
- Collecting Email Inquiries in One Inbox (Omnichannel) — How to gather email inquiries by auto-forwarding support@ mail, verify your company sending domain via DNS (SPF, DKIM, DMARC, and MX records if you use a subdomain), and handle inquiries from outside the widget in one inbox, including auto-replies, trusted senders, and reopen settings.
- Review Team Performance with Support Analytics — Accurate definitions and aggregation rules for key metrics such as first response time, AI auto-resolution rate, and CSAT, plus the day-by-hour heatmap, inquiry types, agent-level and individual performance, and CSV export.
- Support Bot Scenarios — Button-Guided Automated Replies — When a new inquiry opens, the bot sends a greeting and buttons. Covers the three flow editor node types (Guide, Collect, Branch), four button action types, target settings, auto-tagging, assignee and priority, and limits.
- Notification settings and keyboard shortcuts — How to turn on notifications on the device you're using now (browser notifications, notification sounds, and getting alerts even when the tab is closed), how to install Lennet as a desktop app, and inbox keyboard shortcuts with things to watch out for. For which notifications arrive when and where to turn each type off by type, see the 'Notifications sent to your team' article. Keywords: browser notifications, desktop notifications, web push, notification sound, desktop app, keyboard shortcuts.