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Introduction to the Sales Service Inbox
6 min
Created by Leonora Alves on 3/21/2025 11:57 AM
Updated by Maria Malheiro on 10/27/2026 9:44 AM

Manage customer service interactions and track conversations between your company and your contacts in the Zenvia Customer Cloud inbox.

🔍 Quick access: Sales Service > Inbox.

How does it work?

The sales service inbox is organized into columns to make it easier to navigate and manage conversations.

Column 1: Inbox

In this section, you will find different categories that organize contacts awaiting a response:

  • You: Conversations assigned to you or to a specific team member.

  • Queued: Messages from contacts who have not yet been assigned to an agent.

  • Other agents: Conversations assigned to other team members.

  • All: The company's complete service history.

Visibility rule for the Other agents category: The Other agents list in the Inbox will only load and be displayed if your user account is configured in the service group with the New Conversations option enabled.

Is the list blank? If you try to access the Other agents tab and the list does not load (remains blank), this is not a system error, even if you have an Administrator profile. To resolve the issue and view the team:

  • Go to Sales Service > Settings > Service Groups.

  • Edit your user account within the corresponding group by clicking the pencil icon.

  • Enable the New Conversations toggle and save your changes.

  • Refresh the Inbox page.

Agents who belong to multiple groups can switch between them directly in the sales service inbox:

  • "You" inbox: Allows agents to view conversations from all the groups they belong to. In this inbox, a tag appears next to the contact's name, indicating which group they belong to and helping the agent identify the corresponding service team.

  • "Queued" and "All" inboxes: Allow agents to view only one group at a time.

"Other agents" inbox

  • Displays an agent selector instead of a group selector.

  • The agent filter shows which group each agent belongs to.

Learn more about Agents in Multiple Groups in Sales Service.

Next, you will see the list of conversations organized by status:

  • Open: Contacts who are waiting for or currently receiving assistance. You can sort them from oldest to newest or newest to oldest.

  • Pending: Contacts awaiting assistance who have not yet been assigned to a specific user. Assignment occurs when the conversation is transferred to another team member.

  • Scheduled: Contacts for whom a reminder has been set to respond at a specific date and time.

  • Closed: Conversations closed manually or as the result of an action (for example, the contact made a purchase or stopped responding). You can filter conversations by closure reason.

💡 Tips:

Use the button to add new contacts (also available to agents).

Use the magnifying glass to open the search bar and find a contact by name, email, phone number, or a specific message.

Change your availability status for handling conversations. If you are temporarily unable to respond, adjust your availability. The available statuses depend on the administrator's configuration of team statuses and breaks.

Labels

Labels (tags) in the inbox serve a specific purpose: classifying and organizing conversations to streamline sales operations.

In the inbox, you can tag each conversation with labels to categorize it, such as:

  • "Sales"

  • "Black Friday"

  • "Product question"

  • "Customer service", etc.

Please note that the most recently added label is always visible. The other labels are organized chronologically to ensure that the customer's most recent context is the first information the agent sees in the chat.


Column 2: Chat inbox (Conversation chat)

In this section, you interact directly with contacts. In the chat, you can send text and audio messages, share files, and send payment links.

Conversations begin when you receive a message or initiate a conversation by sending a message template. They can be closed in three ways:

  • Manually: When an agent closes the conversation.

  • By assignment: When the conversation is transferred to another agent or group.

  • Due to inactivity: After a period without interaction.

How are conversations organized?

Each conversation has a clearly defined beginning and end. When a conversation is completed, it is grouped together, making it easier to view the history of interactions with the same contact.

Completed conversations remain visible as closed tabs within the conversation. These tabs include:

  • The icon of the channel used (WhatsApp, Webchat, Instagram, etc.).

  • The date, day of the week, and time when the conversation started.

To view the complete history of a closed conversation, simply click the expand icon on the corresponding tab. This allows you to review the entire conversation whenever necessary.


Next steps

Explore the inbox management and conversation organization features.