Unified inbox. From first inquiry to resolved conversation.
From an email inquiry to an owner, customer link and reply draft. Then check Waiting, Resolved, Closed and reopening.
Original screens and isolated example data. The reply is an unsent draft; no live sending or survey occurs. Archive is shown without activating it.
A 5-minute video in 20 chapters. Jump directly to the step you need.
Every inquiry. One place.
Open Unified Inbox to see email, WhatsApp and SMS inquiries. Follow Dana’s inquiry from finding it to marking it resolved.
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Every inquiry. One place. Open Unified Inbox to see email, WhatsApp and SMS inquiries. Follow Dana’s inquiry from finding it to marking it resolved. Original Lynxbe screens · Demo dataEvery inquiry. One place. Open Unified Inbox to see email, WhatsApp and SMS inquiries. Follow Dana’s inquiry from finding it to marking it resolved. Original Lynxbe screens · Demo data
Start with the right channel. Choose Email to focus on Dana’s inquiry. All brings back conversations from the available channels. Original Lynxbe screens · Demo dataStart with the right channel. Choose Email to focus on Dana’s inquiry. All brings back conversations from the available channels. Original Lynxbe screens · Demo data
Find Dana. Search for Dana Example. Check the sender, channel and message preview before continuing. Original Lynxbe screens · Demo dataFind Dana. Search for Dana Example. Check the sender, channel and message preview before continuing. Original Lynxbe screens · Demo data
The right tools. On the right conversation. Long-press the row to open its actions. Check Dana’s name before assigning, labeling or changing status. Original Lynxbe screens · Demo dataThe right tools. On the right conversation. Long-press the row to open its actions. Check Dana’s name before assigning, labeling or changing status. Original Lynxbe screens · Demo data
Give the inquiry an owner. Choose Assign to team member. Under People, find and select Noa. Original Lynxbe screens · Demo dataGive the inquiry an owner. Choose Assign to team member. Under People, find and select Noa. Original Lynxbe screens · Demo data
Noa owns it. And it shows. Return to Dana’s row and check Noa’s assignment. A success notice alone is not enough. Original Lynxbe screens · Demo dataNoa owns it. And it shows. Return to Dana’s row and check Noa’s assignment. A success notice alone is not enough. Original Lynxbe screens · Demo data
Connect the conversation to the customer. Open Link to customer and find Dana among your customer records. Select the matching record. Original Lynxbe screens · Demo dataConnect the conversation to the customer. Open Link to customer and find Dana among your customer records. Select the matching record. Original Lynxbe screens · Demo data
Back to the inbox. With customer context. After selecting Dana, return to the inbox. Linking and Noa’s assignment are separate; we will check Dana’s details when opening the thread. Original Lynxbe screens · Demo dataBack to the inbox. With customer context. After selecting Dana, return to the inbox. Linking and Noa’s assignment are separate; we will check Dana’s details when opening the thread. Original Lynxbe screens · Demo data
Add useful context. Choose Labels in conversation actions. Select Workshop inquiry, then Save. Original Lynxbe screens · Demo dataAdd useful context. Choose Labels in conversation actions. Select Workshop inquiry, then Save. Original Lynxbe screens · Demo data
A label is not a status. Check Workshop inquiry on the row alongside Noa. It describes the topic, not completed work. Original Lynxbe screens · Demo dataA label is not a status. Check Workshop inquiry on the row alongside Noa. It describes the topic, not completed work. Original Lynxbe screens · Demo data
Read before replying. Open Dana’s conversation. The original email thread shows her ceramics-workshop inquiry and the reply area. Original Lynxbe screens · Demo dataRead before replying. Open Dana’s conversation. The original email thread shows her ceramics-workshop inquiry and the reply area. Original Lynxbe screens · Demo data
Start with a saved reply. Open Quick replies in the reply area. Find Workshop details and select its text. Original Lynxbe screens · Demo dataStart with a saved reply. Open Quick replies in the reply area. Find Workshop details and select its text. Original Lynxbe screens · Demo data
Make it personal. Keep it unsent. Review the reply in the composer and adapt it for Dana. The text remains an unsent draft. Original Lynxbe screens · Demo dataMake it personal. Keep it unsent. Review the reply in the composer and adapt it for Dana. The text remains an unsent draft. Original Lynxbe screens · Demo data
Waiting. With a clear owner. Return to the inbox and choose Mark as waiting for Dana. Noa stays responsible. Original Lynxbe screens · Demo dataWaiting. With a clear owner. Return to the inbox and choose Mark as waiting for Dana. Noa stays responsible. Original Lynxbe screens · Demo data
See what still needs attention. Choose Waiting. Dana appears with Noa and the label. All statuses restores the wider list. Original Lynxbe screens · Demo dataSee what still needs attention. Choose Waiting. Dana appears with Noa and the label. All statuses restores the wider list. Original Lynxbe screens · Demo data
Mark the work resolved. Choose Mark as resolved, then check the Resolved badge on Dana’s inquiry. Original Lynxbe screens · Demo dataMark the work resolved. Choose Mark as resolved, then check the Resolved badge on Dana’s inquiry. Original Lynxbe screens · Demo data
Closed is a separate state. To demonstrate closing, reopen the resolved inquiry, then choose Close conversation. Check the Closed badge. Original Lynxbe screens · Demo dataClosed is a separate state. To demonstrate closing, reopen the resolved inquiry, then choose Close conversation. Check the Closed badge. Original Lynxbe screens · Demo data
Bring the work back. Choose Reopen conversation on the closed inquiry. It returns to Open, keeping its owner and label. Original Lynxbe screens · Demo dataBring the work back. Choose Reopen conversation on the closed inquiry. It returns to Open, keeping its owner and label. Original Lynxbe screens · Demo data
Archive is a different decision. Archive conversation appears separately. We show the choice without using it, keeping Dana in the list. Original Lynxbe screens · Demo dataArchive is a different decision. Archive conversation appears separately. We show the choice without using it, keeping Dana in the list. Original Lynxbe screens · Demo data
Refresh. Check the result. Mark it resolved again, then Refresh. Dana shows Resolved, Noa and the label. The reply was not sent. Original Lynxbe screens · Demo dataRefresh. Check the result. Mark it resolved again, then Refresh. Dana shows Resolved, Noa and the label. The reply was not sent. Original Lynxbe screens · Demo data
Original Lynxbe screens with an isolated customer, agent and conversations. One email inquiry throughout. The quick reply becomes an unsent draft; no message is sent. Archiving is shown only as a choice. Status and linking changes are checked in an isolated demonstration; no live survey, routing or customer action occurs.
The steps. At your pace.
Before starting: the correct business, at least two available messaging channels and connected accounts, inbox permissions, an existing agent, customer, label and quick reply. Linking requires customer-management permission. Statuses require advanced inbox access; person assignment, labels and quick replies are basic tools subject to permissions.
Open the inbox. Find the inquiry.
Open Unified Inbox from the communication menu. You need the correct business, at least two available messaging channels, connected accounts and appropriate access. This example has email, WhatsApp and SMS, an existing agent, customer, label and quick reply. Statuses, team assignment, reports, automatic routing, presence and satisfaction surveys need advanced inbox access. Person assignment, labels and quick replies are basic tools. Choose Email and search for Dana Example. Check the sender, channel and message preview. Search, channel and status filters work together; clear a filter if the inquiry is missing. Opening a row takes you to its channel screen, and not every channel has the same conversation view.
Add an owner and customer context.
Long-press Dana and choose Assign to team member. In Assign conversation, choose People, find Noa Example and select her. Selecting saves and returns to the inbox. Check her name on the row. A person and a team are alternative owners; team assignment needs advanced inbox access. Choose Link to customer in conversation actions. Find Dana and check the customer record before selecting. After selecting, return to the inbox; later open the email thread and check Dana’s customer details. The action needs customer-management permission; it links an existing record without replacing Noa’s assignment. The inbox has no separate linked badge. In normal operation, linking may affect routing of new messages. Open Labels, select Workshop inquiry and choose Save. Return to the list and check Dana’s label. Labels are created in WhatsApp settings and work across the inbox channels. Saving applies the current selection; an empty selection removes labels. A label describes a topic, not handling status.
Read and prepare a reply.
Open the email thread and read the request. Open Quick replies in the reply area and choose Workshop details. The picker inserts text into the composer without sending. The shared email picker does not attach a quick reply’s file; if one exists, it tells you. Check the name, inquiry details and wording before any send. The example leaves text in the composer and never chooses Send. A quick reply is not an approved WhatsApp template and does not bypass channel rules. Sending and delivery are separate from saved ownership and handling status.
Choose the handling state.
Return to the inbox and choose Mark as waiting for Dana. Check the Waiting filter with Noa and the label. Status does not transfer responsibility or set a reminder itself. Return to All statuses before continuing. Status changes require advanced inbox access. Mark as resolved records completed handling. Close conversation is a separate status action. The example reopens the resolved conversation before demonstrating closing. Both states offer Reopen conversation. Closing in normal operation may trigger configured follow-up, such as feedback; the demonstration sends no live survey. Archive conversation removes a conversation from the normal view without making it Resolved or Closed. The guide only shows the option; Dana is not archived. Use Reopen conversation when handling needs to continue, and check that the agent and label remain.
Refresh and check.
Mark Dana resolved again, then Refresh. Check Resolved, Noa and Workshop inquiry on the same inquiry. The customer link was checked separately. The reply remains unsent and the conversation unarchived. A status badge does not prove delivery or customer approval.
The checked result: Dana is assigned to Noa, linked to her customer record and labeled Workshop inquiry. After Refresh, Resolved appears. The draft remains unsent and the conversation unarchived. A status change is not proof of delivery.
Inquiry missing? Clear search, channel and status filters, then check the connection. Agent or label missing? Check they exist in this business. Status changes locked? Check advanced inbox access and permissions. Save failed? Do not assume it worked; refresh and check the result.
The screens and behavior checked.
Content checked against Lynxbe screens and source behavior on 16 October 2026. The demonstration is isolated; deployment and test status are recorded separately.
One inquiry. Through the final check.
A read-only walkthrough. Select a step or use Next. It assigns no live customer, changes no real conversation and sends no message.
Every inquiry. One place.
Open Unified Inbox from the communication menu. Available channels depend on your business modules and connections; the inbox is intended for at least two messaging channels. Our example has three and follows Dana’s email inquiry. Person assignment, labels and quick replies are basic tools; statuses require advanced inbox access and suitable permissions.
Every inquiry. One place.
Open Unified Inbox from the communication menu. Available channels depend on your business modules and connections; the inbox is intended for at least two messaging channels. Our example has three and follows Dana’s email inquiry. Person assignment, labels and quick replies are basic tools; statuses require advanced inbox access and suitable permissions.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
Start with the right channel.
Choose Email in the channel row. This narrows the list; it does not change a conversation or connect an account. All restores the available channels. If a channel is missing, check the module and account connection. A channel labeled outbound only will not show incoming inquiries.
Start with the right channel.
Choose Email in the channel row. This narrows the list; it does not change a conversation or connect an account. All restores the available channels. If a channel is missing, check the module and account connection. A channel labeled outbound only will not show incoming inquiries.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
Find Dana.
Enter Dana Example in Search conversations. Check the sender and email indicator to identify the correct inquiry. Search works together with channel and status filters. If the list is empty, clear the query or a filter before assuming the conversation is missing.
Find Dana.
Enter Dana Example in Search conversations. Check the sender and email indicator to identify the correct inquiry. Search works together with channel and status filters. If the list is empty, clear the query or a filter before assuming the conversation is missing.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
The right tools. On the right conversation.
Long-press Dana’s row. The actions include Assign to team member, Link to customer, Labels and other choices according to your access. Check the name in the heading. Assignment identifies who owns the work; status describes its progress. They are separate decisions.
The right tools. On the right conversation.
Long-press Dana’s row. The actions include Assign to team member, Link to customer, Labels and other choices according to your access. Check the name in the heading. Assignment identifies who owns the work; status describes its progress. They are separate decisions.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
Give the inquiry an owner.
Choose Assign to team member. In Assign conversation, open People, find Noa Example and select her. Selecting saves the assignment and returns to the list. A person and a team are alternative owners; team assignment requires advanced inbox access. This example assigns the conversation to Noa only.
Give the inquiry an owner.
Choose Assign to team member. In Assign conversation, open People, find Noa Example and select her. Selecting saves the assignment and returns to the list. A person and a team are alternative owners; team assignment requires advanced inbox access. This example assigns the conversation to Noa only.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
Noa owns it. And it shows.
After selecting, find Dana’s row again and check that Noa appears with the conversation details. This makes responsibility visible. If the name is missing or still shows the previous owner, refresh and check permission and the saved result before leaving the inquiry.
Noa owns it. And it shows.
After selecting, find Dana’s row again and check that Noa appears with the conversation details. This makes responsibility visible. If the name is missing or still shows the previous owner, refresh and check permission and the saved result before leaving the inquiry.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
Connect the conversation to the customer.
Reopen conversation actions and choose Link to customer. Find Dana Example in the customer picker and check the details before selecting. This needs customer-management permission. Linking attaches the conversation to an existing customer record; it does not create a customer or replace the conversation’s agent assignment.
Connect the conversation to the customer.
Reopen conversation actions and choose Link to customer. Find Dana Example in the customer picker and check the details before selecting. This needs customer-management permission. Linking attaches the conversation to an existing customer record; it does not create a customer or replace the conversation’s agent assignment.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
Back to the inbox. With customer context.
After selecting Dana, return to the inbox. When opening the email thread later, check Dana’s customer details. This inbox does not provide a separate linked-customer badge to rely on here. If the wrong record was selected, check and correct the link with an authorized teammate before continuing. In normal operation, linking may also affect routing of new messages according to customer settings.
Back to the inbox. With customer context.
After selecting Dana, return to the inbox. When opening the email thread later, check Dana’s customer details. This inbox does not provide a separate linked-customer badge to rely on here. If the wrong record was selected, check and correct the link with an authorized teammate before continuing. In normal operation, linking may also affect routing of new messages according to customer settings.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
Add useful context.
Open Labels from Dana’s actions. Find Workshop inquiry, select it and choose Save. The list contains your business labels. If none exist, create them in WhatsApp settings and use them across the inbox channels. Saving applies the entire current selection; clearing every selection removes the conversation’s labels.
Add useful context.
Open Labels from Dana’s actions. Find Workshop inquiry, select it and choose Save. The list contains your business labels. If none exist, create them in WhatsApp settings and use them across the inbox channels. Saving applies the entire current selection; clearing every selection removes the conversation’s labels.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
A label is not a status.
Return to the list and check the label and Noa on the same conversation. A label adds useful context for the team. It neither changes the handling status nor sends a message. If the conversation disappears under the current filter, return to All or All statuses and check again.
A label is not a status.
Return to the list and check the label and Noa on the same conversation. A label adds useful context for the team. It neither changes the handling status nor sends a message. If the conversation disappears under the current filter, return to All or All statuses and check again.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
Read before replying.
Select Dana’s row. The inbox opens the appropriate channel screen; here it is an email thread. Read the inquiry before choosing a reply. Each channel has its own sending conditions. Opening the conversation sends no reply and does not prove delivery.
Read before replying.
Select Dana’s row. The inbox opens the appropriate channel screen; here it is an email thread. Read the inquiry before choosing a reply. Each channel has its own sending conditions. Opening the conversation sends no reply and does not prove delivery.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
Start with a saved reply.
Open Quick replies from the reply area. Find Workshop details and select it. The picker inserts text into the composer; it does not send it. Replies are managed in WhatsApp settings and work across other inbox channels. If a reply includes a file, this shared picker inserts text only and tells you about the attachment.
Start with a saved reply.
Open Quick replies from the reply area. Find Workshop details and select it. The picker inserts text into the composer; it does not send it. Replies are managed in WhatsApp settings and work across other inbox channels. If a reply includes a file, this shared picker inserts text only and tells you about the attachment.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
Make it personal. Keep it unsent.
Review the inserted text and adapt it to the inquiry, customer and facts you actually know. Text in the composer is a reply draft, not a delivered message. This demonstration never chooses Send. Actual sending is a separate action subject to permissions, the connection and channel requirements.
Make it personal. Keep it unsent.
Review the inserted text and adapt it to the inquiry, customer and facts you actually know. Text in the composer is a reply draft, not a delivered message. This demonstration never chooses Send. Actual sending is a separate action subject to permissions, the connection and channel requirements.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
Waiting. With a clear owner.
When more information or follow-up is needed, return to the inbox and choose Mark as waiting. Waiting means the work is unfinished; it does not itself send a reminder, set a deadline or transfer ownership. Changing status requires advanced inbox access. Our example’s reply draft remains unsent.
Waiting. With a clear owner.
When more information or follow-up is needed, return to the inbox and choose Mark as waiting. Waiting means the work is unfinished; it does not itself send a reminder, set a deadline or transfer ownership. Changing status requires advanced inbox access. Our example’s reply draft remains unsent.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
See what still needs attention.
Choose Waiting in the status row. Check Dana’s inquiry with its owner and label. This filter shows the chosen handling state without changing it. Search and the channel filter continue to narrow the list. Return to All statuses to continue.
See what still needs attention.
Choose Waiting in the status row. Check Dana’s inquiry with its owner and label. This filter shows the chosen handling state without changing it. Search and the channel filter continue to narrow the list. Return to All statuses to continue.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
Mark the work resolved.
When handling work is complete, choose Mark as resolved and check the badge in the list. Resolved records a handling decision; it does not prove a reply was sent, the customer confirmed or a sale closed. This example demonstrates the status change with isolated data while leaving the reply unsent.
Mark the work resolved.
When handling work is complete, choose Mark as resolved and check the badge in the list. Resolved records a handling decision; it does not prove a reply was sent, the customer confirmed or a sale closed. This example demonstrates the status change with isolated data while leaving the reply unsent.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
Closed is a separate state.
The example reopens the resolved conversation, then chooses Close conversation. Resolved and Closed are distinct statuses; both offer Reopen conversation. Closing is separate from archiving. In normal operation it may trigger configured follow-up, such as a feedback request. This demonstration sends no live message or survey.
Closed is a separate state.
The example reopens the resolved conversation, then chooses Close conversation. Resolved and Closed are distinct statuses; both offer Reopen conversation. Closing is separate from archiving. In normal operation it may trigger configured follow-up, such as a feedback request. This demonstration sends no live message or survey.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
Bring the work back.
When more handling is needed, open a closed conversation’s actions and choose Reopen conversation. Its handling state returns to Open. Check that Noa and the label remain; reopening does not automatically choose a new agent. The example will mark it resolved again before the final check.
Bring the work back.
When more handling is needed, open a closed conversation’s actions and choose Reopen conversation. Its handling state returns to Open. Check that Noa and the label remain; reopening does not automatically choose a new agent. The example will mark it resolved again before the final check.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
Archive is a different decision.
The menu includes Archive conversation. Archiving removes the conversation from the normal view; it does not mark it Resolved or Closed. This guide shows the choice without performing it. Leave Dana unarchived and dismiss the menu to continue to the final check.
Archive is a different decision.
The menu includes Archive conversation. Archiving removes the conversation from the normal view; it does not mark it Resolved or Closed. This guide shows the choice without performing it. Leave Dana unarchived and dismiss the menu to continue to the final check.
Original Lynxbe screens · Demo data
Original Lynxbe screens · Demo data
Refresh. Check the result.
Choose Mark as resolved again, then Refresh in the inbox. Find Dana and check Resolved, Noa and Workshop inquiry in the freshly loaded data. Check filters if it is missing. The customer link was checked separately; the conversation remains unarchived and the reply is an unsent draft.
Refresh. Check the result.
Choose Mark as resolved again, then Refresh in the inbox. Find Dana and check Resolved, Noa and Workshop inquiry in the freshly loaded data. Check filters if it is missing. The customer link was checked separately; the conversation remains unarchived and the reply is an unsent draft.
