This article covers the tools for sharing Inbox work. For replying, liking and hiding, see Inbox actions. For views and filters, see Item vs. threaded views.
Assign a conversation
Use the assignment dropdown in the conversation header. It shows Unassigned or the name of the current assignee.
- Open the conversation and click the assignment dropdown.
- Choose a teammate. The list shows active users who can read that account’s comments, or its DMs for a direct message conversation.
- To hand it to someone else, choose another name. To clear it, choose Unassigned.
A conversation has one assignee at a time. The person you assign gets a notification. Assigning is always done by hand.
To assign conversations you need the Write Comments permission on the account, or Write DMs for direct messages.
In the Inbox list, an assigned conversation shows Assigned to and the person’s name. To find conversations by assignee, use the Assigned filter: Anyone, Me or Unassigned.
Conversation states
Every conversation is Open, Closed or Muted. Change it with the state buttons in the conversation header.
| State | What it means | What happens when a new message arrives |
|---|---|---|
| Open | Needs attention. | Stays Open and is marked unread. |
| Closed | Handled. | Goes back to Open and is marked unread. |
| Muted | Done for good. | Stays Muted and is not marked unread. The message still appears in the conversation. |
Closed and Muted conversations show their state as a badge in the Inbox list. To see one state at a time, use the State filter.
Closing a conversation does not clear its assignee.
Who can change the state
- Open and Closed: anyone with the Write Comments permission on the account, or Write DMs for direct messages.
- Muted: only users with the Manage Inbox permission on the account can mute a conversation or take it out of Muted. Other users see the state buttons locked on a muted conversation, with the message “Only inbox managers can change a muted thread.”
Note
The state buttons and the assignment dropdown appear in the conversation header on wider screens. On a narrow phone screen they are not shown, so use a larger window to assign a conversation or change its state.
See a conversation’s activity
Each conversation has an Activity panel that lists what your team has done in it, newest first. It sits beside the conversation on wide screens and below it on smaller screens. Click View all to open the full history, where you can switch between newest and oldest first.
The Activity panel shows:
- who viewed the conversation, how many times, and when they first and last viewed it
- assignments, reassignments and unassignments
- state changes, including “reopened the conversation — new activity arrived” when a new message reopens a closed conversation
- replies sent from CivAll, with an excerpt
- comments liked, unliked, hidden or unhidden from CivAll
Anyone who can read the conversation can see its Activity panel. Actions taken directly on the network are not listed.
Export activity
Users with the Manage Inbox permission can download activity records.
- One conversation. In the full Activity history, click Export activity to download that conversation’s history as a CSV file.
- Many conversations. At the top of the Inbox, click Activity Export. Choose a Range (Last 7 days, Last 30 days, Last 90 days or Custom), and narrow it by Accounts, User, Network, Department, Channel (Comments or DMs) and Event type. Choose CSV or JSON as the Format, then click Export.
An export only includes accounts where you have the Manage Inbox permission. If you see “Export too large”, choose a shorter range or narrow the filters.
Saved Inbox views
An Inbox view saves a set of filters and the By item or By thread setting, so you can return to it with one click. Your views are listed in the view menu at the top of the Inbox.
- Open the view menu at the top of the Inbox and choose New Inbox View.
- Set the filters you want. Changes to your own view are saved to it as you make them.
- To rename a view, hover over it in the view menu and click the pencil icon.
Share a view with your team
- Open a view you created and click Share.
- Turn on Share with everyone.
Anyone on your team can then open the view under Shared with me in the view menu. They only see conversations from accounts they already have access to.
A shared view is read-only for everyone except the person who created it. A teammate who opens it sees “Shared by” followed by the creator’s name and “read-only”. They can change the filters while they look, but their changes are not saved to the view.
Warning
Deleting a view you have shared removes it for everyone who has it open. CivAll asks you to confirm with Delete for everyone, and this can’t be undone.
Internal notes on posts
Internal notes that only your team can see are available on posts, in the composer, the Planner and Approvals. See Collaborate with your team in CivAll Social.