Inbox folders: Mine, Mentions, Teammates and more

What each folder holds

• Mine: conversations assigned to you, plus conversations transferred to you that wait until you have room (marked Next up, see Take, take over and transfer conversations).
• Mentions: conversations where a teammate mentioned you with @ in a private note, see Mentions and team notifications.
• Unassigned: conversations nobody holds yet, neither assigned nor reserved for someone. Conversations that wait in the queue for a free agent show only for administrators, marked In queue (see Auto assignment and round robin).
• All: every conversation you can see, except the live chats your AI bot is answering right now.
• AI bot folder: the live chats your AI bot is answering right now. It carries the bot's name (for example Fynn) when all your inboxes use the same bot, otherwise it is called AI bot. It only shows when at least one inbox has a bot switched on. A chat moves to your other folders when the bot hands it to your team, the visitor asks for a person or someone takes it.
• Teams: one folder per team of your workspace, see Teams.
• Teammates: one folder per person who can hold conversations. You come first, marked (you).
• Labels: one folder per label.
• Views: your saved views. The section appears once you have saved one.

Teammates and Labels list the first 8 entries. Show all with the total number lists the rest, Show less folds them again.

What the numbers mean

The number next to a folder counts its open and pending conversations. It stays the same when you switch the list to another status. Above 999 it shows 999+.

A view counts with its own filters. Numbers for views only load while the Views section is open, and only for your first 10 views. A view that contains a search shows no number.

Review a teammate's conversations

1. Click a name under Teammates. The list shows the conversations assigned to that person and the ones reserved for them.
2. Switch the status menu above the list to Resolved or All statuses to go through their finished work, for example for a quality review.
3. Open any conversation to read it. Your status, sort and search stay the same when you click another teammate.

Save, rename and delete views

1. Pick a folder, a status, a sort order or a search in the list.
2. Click Save view above the list, type a name under Name this view and save it.
3. The view appears under Views in the inbox panel.

To change a view later, hover it in the panel and click the three dots (Options for and the name of the view). Pick Rename or Delete. Deleting a view leaves the conversations in it as they are.

Saved views need the Startup plan or higher. On the Hacker plan Save view shows a lock. Views are personal: each person only sees their own. More in Filters and saved views.

Who sees which folders

Agents whose custom role has Restrict view to conversations assigned to this agent see Mine and Mentions only, and their Mentions folder only lists their own conversations. They cannot save views. The Teammates section shows only for members who see every conversation: administrators and, on the Enterprise plan, agents whose custom role has See other agents' conversations (Teammates) or whose switch in the Teammates column under Settings > Agents is on. Apart from that, everyone sees every folder and section that has something in it.

Show, hide and fold

On screens at least 1,536 pixels wide the panel stays open next to the list. The button at the top left of the list (Hide inbox panel) hides it, and Deskwoot remembers your choice. In narrower windows the same button (Show inbox panel) opens it over the list. It closes again when you pick a folder, press Escape or click outside it.

Click the heading of Teams, Teammates, Labels or Views to fold that section. Deskwoot remembers folded sections too.

Frequently asked questions

What do the numbers next to a folder mean?

The number of open and pending conversations in that folder, whatever status the list shows. A view counts with its own filters, and a view that contains a search shows no number.

Why don't I see Unassigned, All or Teammates?

If Unassigned and All are missing, your role limits you to conversations assigned to you. Teammates only shows for administrators and, on the Enterprise plan, for agents who may see every conversation. Ask an administrator if you need more.

Why is there no AI bot folder?

It only shows when at least one inbox has a bot switched on. See Setting up the Deskwoot AI bot to switch one on.

Why is a live chat missing from All?

While your AI bot is answering it, the chat sits in the bot's folder. It moves to All (and Unassigned) when the bot hands it over or someone takes it.

Why is there no Teams section?

The section only shows when your workspace has at least one team.

How do I rename or delete a view?

Hover the view in the inbox panel, click the three dots and pick Rename or Delete. Deleting a view leaves the conversations in it as they are.

Can I save views on every plan?

Saving views needs the Startup plan or higher. Views are personal: each person sees their own.

Does Mentions show every mention?

It lists conversations where a teammate mentioned you in a private note. For agents who only see their own conversations, a mention in a conversation that belongs to someone else does not show there.

How do I see snoozed or resolved conversations of a folder?

The list starts with Open & Pending. Pick Snoozed, Resolved or All statuses in the status menu above the list.