July 10, 2026: New Mail Layout

We have updated the inbox to make it easier to get an overview of your conversations and move between them. When no conversation is selected, the conversation list now uses the full available screen. This gives you more room to scan customers, subjects, messages, tags, statuses, and other useful information. When you open a conversation, the inbox automatically returns to a more compact layout beside it, so you can continue moving through your queue without losing your place.

Search is now part of the inbox itself. Previously, searching opened a separate dialog, which made it harder to explore several results and move back and forth between conversations. Search results now appear directly in your current view. You can open a result, return to the list, adjust your search, and continue working in the same place.

You can also organize each view by grouping conversations based on their status, priority, assignee, or AI agent status. Groups can be displayed as rows for a structured overview or as columns for a board-style workflow. For example, you might create a view grouped by assignee to understand workload distribution, or group by priority to make urgent conversations easier to identify. Grouping is saved as part of the view, so different views can support different ways of working.

Finally, you can decide which conversation properties are visible in each view. You may want a detailed overview that includes the customer, subject, message preview, assignee, date, tags, priority, status, and rating. In another view, you might prefer a simpler list that only shows the customer, subject, and latest message. These settings let you reduce visual noise and keep the information most relevant to each workflow visible. Together, the new layout, inline search, grouping, and display options make the inbox easier to adapt to how your team actually works.