# Universal Inbox

> Triage and respond to customer conversations across connected channels in one operating view.

Canonical: https://help.spacebrain.ai/inbox/

Inbox brings supported email, SMS, WhatsApp, chat, Messenger, Instagram, Meta Ads, and call activity into channel-aware conversation threads. The channels visible to a workspace depend on connected providers and rollout status.

## Start each shift

1. Confirm the active workspace and current filters.
2. Review **All**, **Unread**, and **Starred**, then narrow the list by thread status or channel as needed.
3. Check connection health if a channel is unexpectedly quiet.
4. Respond, add an internal note, and update the thread status according to the team’s service policy.
5. When work must continue outside the conversation, create a Task Manager task with an owner and due date.

## Understand a conversation

Open a thread to review messages and call artifacts in chronological context. The detail view can include channel identity, related lead information, summaries, suggested next actions, attachments, recordings, and response tools depending on the channel.

AI summaries and drafts are aids. Compare them with the original thread before relying on facts, promises, sentiment, or requested actions.

## Keep ownership explicit

Inbox currently does not provide a conversation-owner or queue-assignment control. Use read state, stars, and thread status for conversation triage, then create an owned, dated task in [Task Manager](/tasks/tasks-and-recurring-work) when accountable follow-up is required. Add the relevant context in an internal note, but do not place internal commentary in a customer reply.

## Inbox quality standards

* The correct customer and channel identity are selected.
* Replies come from the intended connected sender or number.
* Internal notes are clearly separated from outbound messages.
* Promised follow-up has an owner and due date.
* Opt-outs and channel restrictions are honored immediately.
* Summaries and AI drafts are reviewed against the original messages.

Continue with [connecting inbox channels](/inbox/channels), [conversations, replies, and handoffs](/inbox/conversations-and-handoffs), and [tasks and recurring work](/tasks/tasks-and-recurring-work).