Personal vs team conversation views

My Inbox shows conversations tied to your user; Shared Inbox shows the team queue. Knowing which to open prevents missed handoffs during a busy service—especially when email and SMS both feed the same guest record.

Permissions and mailbox connection determine what appears in each view. Not every team member sees every thread, which keeps wholesale or sensitive mail where it belongs.

Use Conversations → My Inbox for your assigned threads and Shared Inbox for team-visible mail and SMS. Connect Gmail or SMS under Integrations first, then train floor staff which inbox to check during service.