Understand how your team should manage customer conversations in Hellotext.
Understand open, assigned, unassigned, reminder, closed, and attention states so your team knows what to do next.
Assign or reassign Inbox conversations to the right teammate or AI agent and understand how team routing affects ownership.
Organize teammates for conversation routing and control how much active Inbox work each person can receive.
Configure how playbooks, journeys, AI Routing, and custom agents hand conversations to your team in the Inbox.
Learn how response rules help your team track reply targets, prioritize conversations, and review response health.
Compare Owner, Administrator, Manager, and Agent access, then choose the right role for each teammate.
