# Work the conversation inbox

> PositiveForm guide · Communications · COMMS-001
> Canonical page: https://positiveform.com/guides/communications/conversation-inbox/
> This Markdown: https://positiveform.com/guides/communications/conversation-inbox.md

**Summary:** Review, assign, mark, and reply to customer conversations. Replies and assignment/read state are recorded on the correct tenant conversation with safe…  
**Who can do this:** Organization owners, Managers, Staff  
**Required access:** `email.direct.send`  
**Where in PositiveForm:** `/inbox`  
**Status:** Draft: not yet verified against a deployed PositiveForm build. Labels may differ.

> Draft: headed Staff A opens Inbox with filters All, Unread, Triage, Unassigned, and Mine. No customer conversation thread was available to open and reply or assign in this run, so full workflow evidence is still incomplete. Surface screenshots: COMMS-001 headed run.

## Who this is for

Staff working inbound conversations for the active studio.

You need `email.direct.send` (and a connected email channel).

## Before you begin

- Email connection setup when needed ([Connect and verify Resend](https://positiveform.com/guides/integrations/resend-connection/)).

## Steps

1. Open **Inbox** (`/inbox`).
2. Use filters: **All**, **Unread**, **Triage**, **Unassigned**, **Mine**.
3. Adjust **Unread notification frequency** when needed.
4. Open a conversation from the **Conversations** list.
5. Assign, mark, or **Reply by email**, then confirm the thread reflects the change.

## Expected outcome

Replies and assignment/read state land on the correct tenant conversation.

## Screenshots

![Inbox filters](https://positiveform.com/guides/media/COMMS-001/20260730T072500Z/000-start.webp)

![Inbox after filter pass](https://positiveform.com/guides/media/COMMS-001/20260730T072500Z/001-filters.webp)

## Recovery

If the list is empty, confirm the email connection and that traffic has arrived.
Filters can hide open work; try **All**.

## Related guides

- [Connect and verify Resend](https://positiveform.com/guides/integrations/resend-connection/) — email connection.
- [Review a lead record](https://positiveform.com/guides/leads/review-lead-detail/) — lead context.

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Source: PositiveForm customer guides, https://positiveform.com/guides/. 
Every guide as one file for AI assistants: https://positiveform.com/llms-full.txt. 
Guide index: https://positiveform.com/llms.txt.