Conversation Inbox#

The Conversation Inbox is the central workspace for all customer interactions in Novaza Desk. Every message received across all connected channels flows into the inbox, where agents can view, respond, assign, and resolve conversations from a single screen.

Inbox Layout#

The inbox is divided into three panels:

• Left panel — Conversation list — shows all conversations with filters for status (open, pending, resolved, snoozed), channel, assigned agent, team, and label. Use the search bar to find a specific conversation by contact name, email, or message content.
• Middle panel — Message thread — the full conversation history with the customer, including all messages, internal notes, and system events (assignment changes, status changes, SLA breaches).
• Right panel — Contact & Ticket details — shows the contact’s profile, previous conversations, applied labels, and the current ticket’s SLA status.

Responding to a Conversation#

Type your reply in the Reply box at the bottom of the message thread. Press Enter (or Cmd/Ctrl + Enter for a new line) to send. You can also:

• Click Canned Response (lightning bolt icon) to insert a pre-written template
• Use the Attachment button to send files (images, PDFs, up to 25 MB)
• Switch to Internal Note mode to leave a private comment visible only to agents — customers cannot see internal notes

Conversation Assignment#

Conversations can be assigned to an individual agent or to a team. Unassigned conversations appear in the All Open view and are accessible to all agents with Desk access. To assign:

• Click the Assignee dropdown in the right panel and select an agent or team
• Agents will receive an in-app notification and (if configured) an email notification when a conversation is assigned to them

Conversation Status#

Labels#

Labels are color-coded tags you can apply to conversations for categorization and reporting. Common examples: billing, bug, refund, vip-customer. Labels can be applied manually or automatically via automation rules.

Keyboard Shortcuts#