> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stackshift.cloud/llms.txt
> Use this file to discover all available pages before exploring further.

# Find and manage conversations

> Use one inbox to keep track of new messages and outstanding work.

<Note>
  This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.
</Note>

## What you can do

Use one inbox to keep track of new messages and outstanding work. Where to find it: Inbox.

## Before you start

* An active workspace membership and access to the relevant inbox.

## Steps

<Steps>
  <Step>
    Choose your workspace, environment and inbox. Search or filter the conversation list to find the customer or work you need.
  </Step>

  <Step>
    Open a conversation and read the recent history and customer details before replying. Load older messages if you need context.
  </Step>

  <Step>
    Assign the conversation to the staff member responsible for it. Check the current assignee before taking over someone else’s work.
  </Step>

  <Step>
    Keep it open while work is active, use pending when waiting, or snooze it until the time you choose. Resolve it when the support work is finished.
  </Step>

  <Step>
    Check delivery after your reply. If the customer writes again, the conversation can reopen, so review new messages even after a previous resolution.
  </Step>
</Steps>

## Example

After asking a customer for their order number, mark the conversation pending. When they reply, review the information and continue helping.

## Things to know

* Open, pending, snoozed and resolved describe work state, not whether an external provider delivered your last message.
* A private note does not reach the customer. Read markers are based on messages actually viewed, not merely loaded in a background tab.

## What happens next

<Check>
  The conversation has an owner, a clear state and a next action.
</Check>

## If something goes wrong

<Warning>
  * A conversation is missing: check the environment, selected inbox, filters and your inbox access.
  * A reply appears delayed: inspect its delivery detail before retrying; do not send another copy just because the browser timed out.
</Warning>

## Related guides

<CardGroup cols={2}>
  <Card title="Reply, add private notes and work together" href="/stackshift-support/reply-and-collaborate">
    Keep customer replies separate from internal discussion.
  </Card>

  <Card title="Send files and voice notes" href="/stackshift-support/attachments-and-voice">
    Share useful files and audio while checking that they are safe and ready.
  </Card>

  <Card title="Manage customers and customer accounts" href="/stackshift-support/customers-and-accounts">
    Find customer history and group people from the same business intentionally.
  </Card>
</CardGroup>


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