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Two ways to keep a busy inbox usable: label conversations so you can find them by topic, and archive the ones that are finished.

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Label a conversation

Open a conversation and use Labels in the panel on the right.
Labels allow you to categorize threads to make them easier to find.
You can add an existing label or create a New label from the same panel, without leaving the conversation. Labels are internal — the person on the other end never sees them.

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What to label

The labels that earn their keep answer a question you’ll ask later:
  • What it’s about — Refund, Bug report, Partnership
  • What it needs — Waiting on customer, Needs product
  • Where it came from — a campaign or launch, if you want to see what a push generated
Don’t label what Ocoya already tracks. You can filter by Open, Resolved and Assigned to me, and by profile, so labels for those add nothing.
Inbox labels and post labels are the same kind of thing but used in different places. A scheme that works for both is worth agreeing once. See Labels.

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Resolve vs archive

Two different ideas, easy to mix up: Resolve is the everyday action — the one that keeps the Open list meaningful. Archive is for conversations you don’t want surfacing again: spam, a thread that went nowhere, anything you’ve handled elsewhere. Archive conversation and Unarchive conversation are both available, so archiving is reversible.

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Filtering

The filters above the list are Open, Resolved, Assigned to me and Archived, and they apply within whichever tab you’re on — DMs, Mentions or Comments. You can also narrow by profile: each connected Facebook and Instagram account has a toggle in the list on the left, so you can work one account at a time.

Assign Inbox conversations

Giving a conversation an owner.

Inbox

What the Inbox covers.