Inbox is your central hub for all customer communications within Text. It brings together live chats and tickets, giving you everything you need to stay on top of conversations in one unified workspace.
Chats
The Chats section displays all ongoing conversations. It’s organized into helpful categories so you can quickly find what needs attention:
All chats — All chats to handle.
My chats — Active chats you’re currently handling.
Queued — Chats in line for assignment.
Unassigned — Conversations waiting to be picked up by an agent.
Supervised — Chats you’re monitoring but not directly managing.
Archive — A searchable history of all completed chats.
Team section in All chats
The All chats section includes a Teams subsection, making it easier for Admins and Owners to monitor, preview, and manage active conversations across their teams without switching views. It also lets them perform additional actions.
The Teams subsection displays active team chats that aren't assigned to you, including chats handled by AI agents. This gives you a better overview of ongoing activity while keeping the existing chat ownership and assignment rules unchanged.
This feature is available only to Admin and Owner roles.
You can see only chats from teams that you’re a member of. Chats from other teams remain hidden, even if they’re active.
The subsection includes:
Active team chats that aren’t assigned to you.
Active AI agent chats that belong to teams you’re a member of.
If there are no visible team chats, the subsection stays hidden.
You can preview chats in the Teams subsection without taking supervision or changing the chat assignment.
Previewing a chat:
Doesn’t assign the chat to you.
Doesn’t change the chat owner.
Doesn’t affect team membership or chat visibility.
Preview behavior is the same as for AI agent active chats.
Available actions
Depending on the chat type and your permissions, you can perform the following actions from the More actions (⋯) menu:
Transfer to... — Transfer the chat to another teammate or team for further handling.
Supervise chat — Join the conversation in supervision mode without taking ownership.
Take over chat — Assign the chat to yourself and take over the conversation.
Create ticket from chat — Create a ticket based on the current conversation.
Ban this customer — Block the customer from starting new chats.
Some actions are available only for specific chat types. For example, Supervise chat is available for chats handled by a human agent, while Transfer to is available for chats handled by an AI agent when human assistance is needed.
Within the All chats subsection hierarchy, the Teams subsection is always displayed at the bottom of the list.
AI agent
In the AI Agent section, you’ll find all chats managed by your AI agent. This section is divided into two categories:
Active chats - Preview AI agent conversations in real time without going through traffic. Instantly check any chat, take over when needed, or create a ticket.
Solved - Review closed and resolved conversations. Use filters to cross-check or search solved chats.
Tickets
In the Tickets section, you’ll find all support tickets created within your organization. Easily filter tickets to suit your workflow:
All tickets — View every ticket across your workspace.
Unassigned — Tickets not yet taken by any agent.
My open tickets — Focus on tickets you’re currently handling.
Click the More button to access additional ticket categories, including archived and spam tickets.
Creating a new ticket from the Inbox
To create a new support ticket from the Inbox:
Click the + button next to the Inbox header.
Select New ticket.
Fill out the ticket details and click Send.
This feature is handy when you want to initiate a case on a customer's behalf or proactively document an issue.
Creating a new ticket from Chat
To create a new support ticket during a chat with a customer:
Select a chat in the Inbox.
Click the three dots button next to the chat header.
Select the Create a ticket option.
Fill out the ticket details and click Create ticket.
Tickets created from chats will include the chat transcript in the initial message, making it easier to summarize the topic discussed.