Managing your inbox

The inbox is where you live in usepresence. It's one list of conversations — no queues, no SLAs, no swimlanes.

Reading messages

New messages appear at the top. Open one and you'll see the whole conversation: the customer's messages and your replies, in order. When a customer writes back to your reply email, their answer threads into the same conversation.

Replying

Write your reply and send — it goes out by email to the customer's address, from your support identity. That's it. The customer never needs to create an account or visit a portal to read your answer.

AI-drafted replies

For each incoming request, usepresence can draft a suggested reply for you.

The draft is a starting point, never an auto-send. You read it, tweak it or rewrite it, and nothing reaches your customer until you press send.

This is the heart of how we think about AI in support: it should make you faster, not replace your voice. The AI drafting feature is rolling out gradually — if you don't see it in your inbox yet, it's on its way.

Working as a team

Invite teammates from your team settings. Everyone on the team shares the same inbox and can read and reply to any conversation — small teams don't need assignment rules, they need to see what's going on.

Keeping it clean

Resolve a conversation when it's done. It stays searchable, but out of your way. If the customer writes again, the conversation comes back — presence isn't about closing tickets, it's about being there when someone needs you.