Inbox triage helps your team decide which customer conversations need a reply, task, note, or handoff. Use the Inbox view for a queue and Customer 360 for full context.

What this guide helps you do

• Review recent customer-related email threads.
• Filter by mailbox or provider when several inboxes are connected.
• Open the customer context before replying or assigning work.

Before you start

• Connect at least one inbox.
• Choose the mailbox scope you want to review.
• Know who owns replies for the inbox or customer group.

Do it manually

1. Open Customers and choose Inbox.
2. Select the mailbox scope or provider filter.
3. Review unread and needs response indicators.
4. Open a thread to see context.
5. Open the related customer record for timeline, tasks, money, and relationship context.
6. Draft a reply, create a task, or add an internal note based on the thread.

Ask Faster AI

• Triage customer inbox threads and list which ones need a response today.
• Summarize this thread and suggest whether to reply, create a task, or update the customer record.
• Find unread customer threads from the support inbox and group them by likely next action.

Review before saving or applying

• Read the full thread before replying to sensitive topics.
• Check whether another teammate already handled the customer in a different channel.
• Use Customer 360 before making promises about bookings, payments, or open work.

Common issues and fixes

• If a thread is not linked to a customer, search by email and update the customer record if needed.
• If a thread appears under the wrong customer, verify email aliases and duplicates.
• If inbox triage is noisy, narrow mailbox scope or create follow-up saved views.

Customer 360 overview

For how inbox triage connects back to the customer timeline and follow-up work, read the Customer 360 overview. Customer 360: Every Interaction on One Timeline.

Safe customer context for AI

For how inbox context, customer records, and AI review should work together without oversharing private details, read the customer context article. Giving AI Your Customer Context (Safely).

Connected workflows

• Manage sender mailboxes
• Create a welcome journey
• Respect unsubscribe and contact preferences

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• Screenshot placeholder: add an annotated screenshot of triage customer email threads with customer names, emails, phone numbers, amounts, file names, and private notes blurred.
• Video placeholder: add a short walkthrough that starts in Customers, shows the manual path, then shows how to ask Faster AI and review the result before saving, sending, merging, or assigning work.

Related help

• Connect your inbox to customer records
• Compose customer email from a record
• Use customer activity for follow-up

Use it in daily operations

• Before saving, confirm the customer, company, owner, lifecycle stage, and next action are correct for the business process.
• When AI helps with customer context, ask it to summarize the record and list assumptions so a teammate can review without exposing private details publicly.
• Use tasks, notes, saved views, or pipeline updates to turn customer context into an explicit follow-up instead of leaving it only in the timeline.