---
title: Find your way around the Conversations inbox
description: "Use the Conversations inbox to find customer messages, review previous exchanges and respond through your connected communication channels. Messages appear alongside the customer’s contact information, helping you understand the conversation before replying. #### Before you start You’ll need: - Access…"
url: "https://www.infinity3.co.uk/help/find-your-way-around-the-conversations-inbox/"
updated: "2026-10-07"
category: "Infinity3 Platform / Email & Conversations"
---

# Find your way around the Conversations inbox

Use the Conversations inbox to find customer messages, review previous exchanges and respond through your connected communication channels.

Messages appear alongside the customer’s contact information, helping you understand the conversation before replying.

#### Before you start

You’ll need:

- Access to **Conversations** in your Infinity3 account.
- A connected communication channel, such as Gmail or Microsoft 365.

The conversations and channels you can access depend on your account setup and permissions.

#### Open the inbox

1. Log into the Infinity3 Platform at app.infinity3.ai.
2. Open **Conversations** from the left-hand menu.
3. Select a conversation to view the customer’s messages.

The inbox includes a conversation list, the selected customer’s message history and a message composer for writing replies.

#### Find a customer’s conversation

1. Open **Conversations**.
2. Use the search field to find the customer.
3. Select their conversation from the results.
4. Review the message history before replying.

If you can’t find the conversation, check whether an active filter is hiding it. Your permissions may also limit which conversations you can see.

#### Review the conversation history

Open a customer’s conversation to see the messages available in Infinity3.

Depending on the channels connected to your account, the history may include email, SMS and other supported customer messages.

Check the most recent messages and previous replies so you know what has already been discussed.

Your connected email account does not import your previous email history. Only supported messages that sync after connection appear.

#### Choose how to reply

1. Open the customer’s conversation.
2. Select the communication channel you want to use in the message composer.
3. Write your response.
4. Check the recipient and, for email, the sending address.
5. Review the message, then click **Send**.

The available channels depend on your account setup and the customer’s contact details.

When replying to an existing email, use that email’s reply option to continue the same thread.

#### Use filters to narrow the inbox

Use the inbox filters to focus on the conversations you need to handle.

Depending on your setup, you can filter by details such as communication channel or assigned team member.

1. Open **Conversations**.
2. Select the filter icon.
3. Choose the conditions you want to apply.
4. Review the matching conversations.

Clear the filters when you want to return to a wider view of the inbox.

#### Things to know

- A customer’s conversation can contain messages from more than one connected channel.
- Seeing a conversation does not necessarily mean you are responsible for replying. Check its assignment and your team’s process.
- Colleagues with the appropriate permissions can see messages that have synced into Infinity3.
- Email sync does not copy customer messages into your colleagues’ personal inboxes.

If you can’t access Conversations or a channel you expect to see is missing, contact Infinity3 with details of what you’re trying to access.