Understand the Inbox
Learn how to understand the Inbox in Topo, including shared support conversations.
When to use this
Use this article when you need to understand the Inbox in Topo. The main staff surface is Staff > Inbox. It is written for Front Desk, Managers, Support Staff.
What this covers
Shared support conversations
Filters, assignment, status, detail pane
Relationship to one-off member email
Task creation if supported
Before you start
Use a staff role that can view Inbox conversations. Replying, assigning, or closing conversations may require additional permissions.
Open the conversation and review the member profile, prior messages, tags, assignment, and status before replying.
For AI drafts, review the cited Help Docs and edit the response before sending.
Do not send policy, pricing, billing, or account-specific decisions until a staff member has verified the answer.
Use Help Docs updates to fix repeated AI-draft gaps instead of correcting the same draft manually every time.
Steps
Open Inbox.
Use filters for open, pending, closed, mine, or all conversations.
Search, assign, tag, and change status from the conversation detail.
Reply from the composer and attach allowed files when needed.
Use member profile context before answering account-specific questions.
Close conversations only when the next step is complete.
What happens after saving or completing this
Topo updates the related audience, message, form, referral, promotion, or conversation record.
Email sends and automations respect subscription status, category preferences, and sender readiness.
Review recipient, submission, or conversation history after the workflow completes.
Common issues and fixes
Bulk send is disabled: verify sender-domain setup and confirm the environment allows real marketing sends.
Recipients are skipped: check subscription status, category preferences, selected lists, selected segments, and whether the audience has subscribed recipients.
AI or automation content looks wrong: update the source Help Docs, templates, or sequence steps, then review the draft before sending.
Related articles
Marketing Contacts Overview
Build a Segment
Configure Email Delivery