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The inbox in Conduit is built to work as a task list rather than an archive. The goal is inbox zero: a To do count of zero, where anything left in To do is something that still needs a person. The approach is inspired by Superhuman. Every inbox view is split into three tabs: When the only conversations in To do are the ones that need action, nothing that is waiting on your team gets buried under conversations that are already handled. It keeps the team focused, and it makes it obvious when a guest is waiting on a reply.

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Marking a conversation done

Open the conversation and select Mark as done, or press E. The conversation moves out of To do and into the Done tab, where it stays searchable. Done is not permanent. Two things bring a conversation back:
  • The contact replies, which returns it to To do automatically
  • You move it back by hand from the dropdown on the conversation (by clicking on Mark as Todo)
Done means handled, not read. If a guest asked something and you have not answered, leave it in To do even if you have read it, or you will lose the only signal that it is outstanding.

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Snoozing to Follow up

Use Follow up when you cannot deal with something yet but do not want it to disappear. Typical cases are waiting on a supplier, waiting on a payment to clear, or stepping away and wanting the conversation back in an hour.
  1. Open the conversation and select Follow up, or press Z
  2. Choose when it should return: 1 hour, 4 hours, Tomorrow, or a custom date and time such as Friday at 9:00 AM
  3. Optionally add a note explaining why it is snoozed
  4. Send
The conversation moves into the Follow up tab, and your note is attached as an internal note that only your team can see. See Notes and mentions. When the timer expires, the conversation moves back into To do on its own. If you want it back sooner, open the dropdown on the bottom-right of the conversation and mark it as To do.
A follow up note is worth writing even when the reason feels obvious. Whoever picks the conversation up when it resurfaces may not be you, and the note is the only context they get. The guest has no visibility into the notes you send.

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Keyboard shortcuts

The four actions you use most each have a shortcut, so you can work through To do without reaching for the mouse.

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Keeping the list manageable

Filters narrow the list by category, conversation tag, or escalation status, and custom views save a set of filters your whole team can use. If you are starting with a large backlog, for example after connecting a PMS that has been running for years, clear it with bulk actions rather than working through history one conversation at a time.

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Frequently asked questions

No. Done is a status, not deletion. The conversation stays searchable in the Done tab, and it returns to To do if the contact replies.
No. Notes are internal to your workspace and are never shown to the contact.
A new inbound message moves the conversation back to Todo.
The custom option lets you pick a specific date and time, so you are not restricted to the preset choices.
They stay in To do and also gather under Escalations, so you can work them in one place. See Escalations and AI tags.