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.
What is the Inbox in Text?
The Inbox is the central workspace in Text for handling customer conversations. It brings live chats, AI Agent conversations, and support tickets together in one place. It allows you to reply faster, hand conversations between AI Agents and your team, and keep every customer request in view.
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.
Within the All chats subsection hierarchy, the Teams subsection is always displayed at the bottom of the list.
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.
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. Need a list tailored to your team? Learn how to create and manage ticket views.
How do column view and table view work?
Tickets open in column view by default, so the ticket list, the open ticket, and its details appear side by side, just like in chats. You can read a ticket and check its details without leaving the list.
Prefer a traditional list? Switch to table view at any time and keep it as your default. Both views support filtering, sorting, search, and bulk actions. The main difference is how you move through the list: table view uses pages, while column view loads more tickets as you scroll.
How can you work faster in the ticket list?
Use these tools to handle tickets without opening each one:
Search — Type in the search field above the list to find tickets in the view you’re looking at.
Responded icon — An icon next to the ticket subject shows that the last message came from you or a teammate, so you can see at a glance which tickets already have a reply from your team.
Quick actions — Use the quick action picker on a ticket to choose Assign to me (for unassigned tickets), Assign to, Status, or Priority, or pick an option under Move to. You don’t need to open the ticket or search the sidebar.
Merge — If a customer opens duplicate tickets for the same issue, combine them into one main ticket. Follow the steps in how to merge tickets.
Customers you mark as VIP are also marked in tickets, but their tickets aren’t pinned to the top of the list.
How do you update several tickets at once?
Select the tickets you want to change, then choose an action. Selection applies only to the tickets currently loaded in the list, so scroll down to load more before you select them. See bulk actions for the full list of available actions.
How do you block an email address from a ticket?
To block a sender’s email address, open the ticket’s action menu and select Block address. Text always blocks the requester’s address and moves that ticket to Spam. If you move a ticket to Spam yourself, Text also asks whether to block the address.
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. After you create the ticket, a ticket card appears in the chat feed with the ticket’s main details and a link to open it. In the ticket, a chat card shows the chat summary and links back to the conversation.
Frequently asked questions
You can merge only tickets from the same customer. The ticket you're viewing becomes the main ticket, and the merged tickets close and become read-only, accessible from the main ticket. A main ticket can't be merged into another main ticket. Merging can't be undone, so check your selection before you confirm.
No. In column view, Select all applies only to the tickets that are currently loaded. Scroll down to load more tickets before you select them, then apply your bulk action. In table view, selection covers only the tickets on the page you are viewing, so choose your tickets before changing pages.
Members and admins can block a requester's email address from the ticket action menu or when moving a ticket to Spam. Only admins can view and manage the blocked list. Blocking works on one ticket at a time, because bulk blocking isn't available.
What’s next?
Now that you know your way around the Inbox, explore these articles to get more out of tickets:
What are tickets and how do they work? — Learn how tickets are created, how statuses and priorities work, and when a ticket fits better than a chat.
Ticket rules — Tag, assign, or prioritize tickets automatically as soon as they arrive.
Tickets reports — Measure how your team handles tickets over time.