Work the shared inbox

A visitor writes. The thread lands in the shared inbox. That is the desk.

States and filters

Conversations have a state: open, pending, resolved, spam, plus a Snoozed filter. Snooze for 1 hour, 3 hours, tomorrow 09:00, or next Monday 09:00; unsnooze, or a reply, brings it back. Search. The right-hand profile is the contact: name, email if they gave one, company, locale, the page they were on. People can hold saved segments for routing. That is not a live map of everyone on the site. If a message has a translation, it sits under the original. The original is never replaced.

Assignment, tags, notes

Assign a person. Tags sit on the thread. The composer has three modes. Reply goes to the visitor. Internal note stays on the team. Draft from articles fills a draft from published pages.

Quick replies (saved in Settings) insert a body and can assign, tag, and/or set pending or resolved. Public replies can email via Resend if the contact has a real address. Attachments go to widget-uploads. ⌘ Enter sends. Two people typing is visible on the thread so you do not collide.

Routing that actually runs

Enabled routing rules assign (or mark spam) on inbound: VIP tag, working hours, or a People segment. Live workflows persist and can greet on new conversation, visitor reply, resolve/reopen, inside or outside business hours, live chat or email channel, first-message keyword, or unassigned. Channel tiles connect email, Slack, Telegram, Messenger, Instagram, WhatsApp, SMS, and phone. Connect email by forwarding your support inbox to the Cove receive address — that is the mailbox, not a signed-forward theater. Discord connects from Integrations. Slack notify stays on the incoming webhook; reply in that Slack thread to write an agent reply on the Cove conversation when the signing secret and a bot token with channels:history (groups:history for private channels) are connected. A webhook alone cannot map the Slack thread — invite the bot to the channel. Unmapped top-level Slack messages still open a Slack-sourced inbox thread.

When the conversation is done, resolve it so the visitor sees the close and CSAT can fire.