Team Inbox Overview

Written by : Indrashish Singha

Updated on : September 26th 2025

The Team Inbox provides a centralized workspace where your team can efficiently manage all customer conversations from multiple channels. The unified interface eliminates the chaos of scattered communications and creates an organized workflow for delivering an exceptional customer experience.

Key Benefits of Team Inbox:

• Centralized Communication: Customer interactions from multiple channels appear in one organized dashboard for easy management.
• Enhanced Team Collaboration: Multiple agents can collaborate on a conversation for resolving customer issues and enhancing CX.
• Improved Response Efficiency: Priority management and conversation tracking ensure faster response times and customer inquiries are not missed.

Inbox Menu

Your inbox menu organizes all conversations into neat folders so you can find exactly what you need without hunting through endless chat threads. Whether you're looking for urgent messages, following up on promises Email inbox got you covered.

Important: Navigate to the Inbox menu by clicking on the inbox for the main dashboard menu

Compose New

Ready to reach out to a customer? Start fresh conversations right from your inbox. Here's what you can set up:

• From: Choose which inbox sends the email
• To: Your customer's email address
• Subject - Clear, helpful subject line

Note: Plus, you get all the formatting tools you need, like fonts, sizes, highlights and even options to insert images, knowledge base articles, or email templates to make it  look professional

Key Inbox Folder

This is your conversation filing system, where each folder sorts conversations so you can jump straight to what needs attention

Folders included are:

• All Inbox - Conversation from all connected channels received in one place
• Unassigned - New conversations that are left for assigning
• Assigned to me - Personal conversation to-do list
• Mentions - Conversations in which you were tagged for help
• Overdue - Messages past their response deadline
• Sent - Your delivered message history
• Draft - email that you have created but not sent 
• Snooze - Conversations paused for later handling

Channels

Channels - Browse all conversations organized by specific channels to make it easy to track. Whether it's email, chat, or social media, all conversations across channels are categorized

Users 

Check out team members and what conversations they're handling for efficient workload balancing 

Conversation by Tags

Browse conversations sorted by your tags. Whether it's "billing conversation," "product feedback," or "VIP customers," find exact conversations instantly based on tags. Click here.

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Status 

All customer conversations are organized based on distinct statuses like Open, Pending, Resolved, or Closed to help agents efficiently manage and prioritize their workload.

Priority

All the conversations are categorized into different priority levels and are visible under different priorities.

List Of Conversations

Conversation list is the section within the inbox of Omni24 where you can find an organized view of every customer chat, email and message. With smart filtering, bulk actions, and real-time customer insights, you'll never lose track of who needs help.

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Search Bar 

Need to look for a specific conversation? Just type the customer's name, email or any detail. The search bar will find it instantly, saving you from scrolling through hundreds of chats.

Sort and Filter 

A unified feature that allows agents to sort and filter customer conversations based on various criteria, like status or priority, to efficiently manage communication threads.

Filtering options:

• By Status - Filter conversation based on open, pending, or resolved conversations
• By Priority - Filter to find out conversations based priority chats

Sorting options:

• By Time - See newest or oldest conversations first
• By Priority - Handle urgent matters before routine requests

Bulk Select

Buk Select is a feature under Team Inbox that helps agents to select more than one conversation at a time and perform specific actions. Let’s explore available actions under bulk select.

To perform bulk selection:

• Navigate to the Inbox from the main dashboard menu 
• Click on three dots 
• Click on Bulk Select and select Conversations.

Features Available Under Bulk Select

Status: Helps you to set the status for a bulk of conversations together at one go. It covers the following status options:

• New 
• Open 
• On Hold 
• Closed

Priority: Helps you to set Priorities for a bulk of conversations together. It covers the following priority options:

• Low 
• Medium 
• High

Favorite and Tags: Favorite helps you to set a bulk of conversations as favorites on the other hand, you can use tags on a Bulk of conversations:

• You can mark multiple conversations as Favorite
• You can remove conversations from Favorites in bulk

​Add Tags: Helps you to add Tags to a bulk of selected conversations at once. You can add more than one tag.

Location and Active status 

Get instant insights about your customers right from the conversation list

Location - Hover over the little country icon next to any conversation to see where your customer is located. Great for timing responses or understanding regional patterns!

Active Status - See that green dot? Your customer is online right now. Best time to jump in with quick responses or proactive help. Click Here. ​

Conversation Panel

The conversation panel is where agents will spend most of their time chatting with customers.  Combined with everything you need to provide amazing support. See the complete message history, access customer details to manage each conversation perfectly.​

Conversation Toolkit

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• Add to Favorites- Mark important conversations as favorites for quick access
• Snooze - Pause conversations to handle later at a set time
• Move To - Transfer an email between folders
• Tags - Add custom labels for easy conversation
• Print - Create PDF copies of conversation threads
• Status - Keep everyone updated on where the conversation status stands
• Priority - Mark how urgent the conversation is (High, Medium, Low)
• Assign - Delegate to the right team member
• Overdue - Alert for conversations past response deadlines​
• Notes - Add internal comments visible only to your team
• Report as Spam - Flag suspicious messages
• From - View sender details and contact information

Customer Profile

You can directly access the customer's profile from the conversational panel within the email inbox. It shows complete customer details right in your panel

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The customer profile section covers:

• Contact Info - Phone number and company details
• Location - Geographic information and time zone context
• Tags - Custom customer labels
• Conversation History - Complete interaction timeline across all channels
• Notes - Internal team observations and important details

Important: Get the full customer picture before you respond, so every interaction is personalized 

What's next? Now, let’s explore some advanced management features

• Customer List - Capture customer details that matter most