# The inbox: reply, assign, note and resolve conversations

Source: https://frosvo.com/docs/inbox
Updated: 2026-10-22

Every conversation from every channel lands in one inbox. Reply, assign, add private notes, use saved replies, track follow-ups and resolve, with the assistant's hand-over reason shown.

Every conversation lands in the **Inbox**, whichever channel it came from.

![The Frosvo inbox with a conversation open: the list on the left, the messages in the middle and the visitor's details on the right](/docs-img/inbox-conversation.webp)

## Replying

Type in the composer and send. The visitor sees you typing, and you see when they've read your reply. If they've left the page, your reply reaches them by email.

## Working as a team

- **Assign** a conversation to yourself or a teammate; routing rules can do it for you (see [Automation](/docs/automation)).
- **Private notes** are seen only by your team. Mention a teammate with @ to bring them in.
- **Saved replies** answer common questions in a keystroke; owners manage shared ones in Settings → Shared replies.
- If a teammate answers while you're writing, Frosvo warns you before your reply goes out, so the visitor doesn't get two answers.
- **Tags** and **reminders** keep track of follow-ups.

## Resolving

Resolve a conversation when it's done. If the visitor writes again it reopens. Ask for a rating when a conversation ends to see how customers feel (Reports → ratings).

## The assistant's hand-over

When the AI assistant hands a conversation to the team, you'll see why — the visitor asked for a person, it wasn't sure, or your rules said so — and the conversation so far, so nobody has to ask the same questions again.

## Keyboard shortcuts

Press **Ctrl K** (**⌘ K** on a Mac) for the command palette: jump to any screen or setting, or type a name or a few words to find a conversation. Press **?** for every shortcut. The most used: **J** and **K** move through the list, **R** replies, **N** writes a private note, **E** resolves or reopens, **A** assigns the conversation to you, and **G** then **I**, **C**, **R** or **S** goes to the inbox, contacts, reports or settings. Letters only work when you're not typing in a box.

## Dark theme and your time zone

**Settings → Account → Appearance and time**: choose Light, Dark or Match this device, and the time zone the desk shows times in. Both are saved on your account, so every device you sign in on follows.

## More about the inbox

- See where a reply got to: [the ticks on a reply](/docs/reply-status-ticks).
- Fix a mistake: [edit and unsend](/docs/unsend-and-edit-replies).
- Work faster: [keyboard shortcuts](/docs/keyboard-shortcuts-command-palette) and [saved replies and macros](/docs/saved-replies-and-macros).
- Keep it clean: [spam and blocking](/docs/spam-and-blocking).
- Know where visitors are: [online, away and left](/docs/visitor-presence-states).

## Common questions

### What if two of us answer the same visitor?

If a teammate replies while you are writing, Frosvo warns you before your reply goes out, so the visitor does not get two answers.

### Does a resolved conversation stay closed?

It reopens if the visitor writes again.

### Can I see why the assistant handed over?

Yes. The conversation shows the reason: the visitor asked for a person, it was not sure, or your rules said so.