--- description: Learn how to collaborate with your team in the Inbox. title: Collaborating with your Team in Inbox image: https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F3f43c48b21b24f4e8b02b100c0c8fab0 --- [NewWe just raised $62.5M in Series B! 🎉 What it means for you![arrow-icon](https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2Fe43213a7a9314673bd8d2060c25f9b87)](https://respond.io/blog/respond-io-raises-62-million-series-b) Help me with... ⌘ 1. [All Collections >](/help) 2. [ Product >](/help/product) 3. [ Inbox >](/help/inbox) 4. Collaborating with your Team in Inbox # Collaborating with your Team in Inbox Working together in the Inbox helps your team stay aligned and handle customer conversations efficiently. This article explains how to assign and close conversations, add collaborators, understand conversation events, add internal comments, tag teammates, and use AI tools to summarize or enhance your comments. ## Contact assignment and closing a conversation **Assigning Contacts** and **closing conversations** work together to keep your team organized, especially during periods of high conversation volume. ### Contact assignment To assign a Contact, you can either click the **Unassigned** button at the top or use the quick actions menu to **Assign**. ![Assigning a Contact to a teammate can be done via the Unassigned button or using Assign in quick actions menu.](https://assets2-proxy.respond.io/ph8r57dk1q9w/1gszLjiqrF1O6xRw9u2I9o/342f7341602ae981eb05c8ee49efbff1/Contact_assignment.png?fm=jpg&q=80&w=1200&fl=progressive) This ensures conversations are clearly owned and handled by the right agent. The agent will remain assigned to the Contact after the conversation is closed. When a Contact sends a message without an existing open conversation: * A new conversation is created automatically and remains unassigned. * The first agent who replies is automatically assigned to the Contact. ### Closing a conversation To close a conversation, you can either click the **Close** button at the top or use the quick actions menu to **Close with notes**. ![Close a conversation using the Close button or Close with notes via the quick actions menu.](https://assets2-proxy.respond.io/ph8r57dk1q9w/1s0VeqPkvmvbcGjmOGeBTV/4e2047c9ad9e949d14e8760cda7ea26d/Close_conversation.gif?w=480&fm=avif) > Learn more about [assignment and closing a conversation](https://respond.io/help/inbox/assignment-and-closing-a-conversation). ## Collaborators A collaborator is a teammate who can see and contribute to a conversation without becoming the assignee. There are a few ways to add collaborators: * Click the **Collaborators** button * Use the quick actions menu * Tag teammate in an internal comment > Learn more about [adding and removing collaborators](https://respond.io/help/inbox/adding-and-removing-collaborators). ## Conversation events Conversation events provide a clear history of actions and changes within a conversation. They can help your team understand what has happened and when. These events appear inline in the conversation window, displayed alongside messages in chronological order. They are also listed in Activities, which shows all events sorted from newest to oldest. > The conversation events shown in the conversation window are only visible to you and your team. They are not visible to the Contact. ![Conversation events are displayed in the conversation window and in the Activities tab.](https://assets2-proxy.respond.io/ph8r57dk1q9w/2nemeOcl359XFaBHhx0Fl2/8ad71902754d0b7d351f63ac03a38ccf/conversation_events.png?fm=jpg&q=80&w=1200&fl=progressive) This table shows the event category and its events: | Event Category | Event | | ------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------- | | Assignment | User AssignedUser Assigned by WorkflowAutomation User Assigned by BotUser Assigned by AI AgentFailed to Assign | | Unassignment | User Unassigned by Close Conversation (Legacy)User UnassignedUser Unassigned by Workflow Automation | | Conversation Closed | Conversation Closed (User)Conversation Closed (AI Agent)Conversation Closed (Workflow)Conversation Closed (Bot)Conversation Closed (Contact Merge) | | Conversation Opened | Conversation Opened (User)Conversation Opened (Workflow)Conversation Opened (Contact)Conversation Opened (Click-to-Chat) | | Snooze | User Snoozed the ContactContact Unsnoozed | | Broadcasts | Broadcasts Sent | | Workflows | Automation Workflow startedAutomation Workflow ended | | Lifecycle | Lifecycle Stage added by UserLifecycle Stage added by AI Agent | | Bot Status Update | Bot Status OffBot Status Off by BotBot Status Off by Automation WorkflowBot Status On Bot Status On by BotBot Status On by Automation Workflow | | Channel | Event coming from ChannelWelcome Event | | Page Change | Event when a visitor navigates to a different page (Web Chat) | | Contact | Contact MergedContact UnmergedNew Channel AddedContact BlockedContact Unblocked | ### Conversation events with reference On supported Channels such as Facebook and WhatsApp, it’s possible to trigger an event with a reference. A reference is used to track how a Contact enters a conversation, for example through different links across Channels or by linking a Channel user to a session or account in an external app. When a Conversation Opened event or a Channel event is triggered with a reference, the reference code is stored with the event. If the event includes a URL as its source, the URL is also stored and displayed in the Inbox module. > Events belong to a conversation only if they are triggered while the conversation is open. ## Adding internal comments The **comments** feature helps your team collaborate directly within a conversation by sharing internal notes that are visible only to Workspace users and never to Contacts. In addition to text, you can attach supporting files—such as images, documents, audio, or videos—to provide clearer context, evidence, or references. This keeps all discussion and supporting materials in one place, making collaboration more efficient and traceable. Use comments to: * Share insights, observations, or internal context * Request feedback or input from teammates * Attach supporting files (e.g. screenshots, documents, recordings) * Leave instructions or notes when handing over a conversation ### How to add a comment 1. Select to the Contact you want to comment on and open the conversation in the Inbox. 2. Click **Add comment** below the message composer. 3. Type your comment in the comment composer. ![Add a comment.](https://assets2-proxy.respond.io/ph8r57dk1q9w/20n3yz9PWuaMS9OuuXCjU/e6aae1c0704580d86148976d46635ef8/add-coment.avif?fm=jpg&q=80&w=800&fl=progressive) 4. Type @ and select a teammate to tag them. ![Tag a teammate in a comment.](https://assets2-proxy.respond.io/ph8r57dk1q9w/6px9AR2d6IsfnPPA2iAr2s/c1f6dae251e74cb075f6ef531d58683e/tag_teammate_in_comment.png?fm=jpg&q=80&w=1200&fl=progressive) 5\. (optional) Click the **attachments icon** to upload files from your device or file library. ![](https://assets2-proxy.respond.io/ph8r57dk1q9w/2hNRZCpyh8ARsHSuGJB6qL/5131558e095996c1ebef6b872729feae/internal_comments-icon.png?fm=jpg&q=80&w=1200&fl=progressive) **Attach files to internal comments** * You can attach up to **50 files per comment**. * Files and text are sent together as a single internal comment. > Learn more about [supported file types and size limits](https://respond.io/help/workspace-settings/files#sending%5Ffiles). ## Enhance your comment with AI Prompts If you need help writing a comment, click the **AI Prompts** button in the comment composer. ![Enhance your comment with AI Prompts.](https://assets2-proxy.respond.io/ph8r57dk1q9w/2UuEsLb4aMBA6HmHzR9mfU/ba10ae747084839357547ecae82e4aaf/comments-prompts.png?fm=jpg&q=80&w=1200&fl=progressive) > Learn more about [adding internal comments with AI Prompts](https://respond.io/help/inbox/interacting-with-ai-prompts#adding-internal-comments-with-ai-prompts). ## Use AI to summarize the conversation Instead of writing a summary manually, save time by letting **AI** do it for you. The summary is generated as an internal comment draft. To summarize a conversation: 1. Click the **Summarize** button at the bottom right of the message composer. 2. Review and edit the summary (optional). 3. Send and post the summary as an internal comment. ![Summarize your conversation with AI.](https://assets2-proxy.respond.io/ph8r57dk1q9w/5C8BpK2IB5OAhlZpAvaRiJ/7ecc4c93eab75330dc74e8d7dab05402/comments-summarize.png?fm=jpg&q=80&w=1200&fl=progressive) Share this article [![Telegram](https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F44daca77a4844f0c8fd29040ddeba057?width=22)](https://api.whatsapp.com/send?text=https://respond.io/help/inbox/collaborating-with-your-team-in-inbox)[![Facebook](https://assets1-proxy.respond.io/api/v1/image/assets/11f7a662b80a4675973850b067c01fa5/fff57eeb01160bc604392f519b4f3461ca16f0fa1b6a587b20b142cdf1ad0ba7?placeholderIfAbsent=true&width=22)](https://www.facebook.com/sharer/sharer.php?u=https://respond.io/help/inbox/collaborating-with-your-team-in-inbox)[![Linkedin](https://assets1-proxy.respond.io/api/v1/image/assets/11f7a662b80a4675973850b067c01fa5/7aaf8d87b5410844d83e06a4ed663e4f551b8c5ef51dbb20a8ff064a1eed9a0f?placeholderIfAbsent=true&width=22)](https://www.linkedin.com/sharing/share-offsite/?url=https://respond.io/help/inbox/collaborating-with-your-team-in-inbox)[![Twitter](https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F4e03e02422a94e8eab9b8b41457c2371?width=22)](http://twitter.com/share?url=https://respond.io/help/inbox/collaborating-with-your-team-in-inbox) ## Related articles 👩‍💻 * [Adding and Removing CollaboratorsAdd collaborators to a conversation so a teammate can help without becoming the assignee, and remove them when their part is done. ](/help/inbox/adding-and-removing-collaborators) * [Assigning and Closing a ConversationLearn how to assign a conversation and close a conversation. ](/help/inbox/assigning-and-closing-a-conversation) * [Filtering and Sorting Conversations in InboxLearn how to filter and sort conversations in Inbox, including advanced filters and unreplied conversations. ](/help/inbox/filtering-and-sorting-conversations-in-inbox) * [Getting Started with InboxLearn how to navigate the Inbox module’s side panel, conversation list and vertical sidebar. ](/help/inbox/getting-started-with-inbox) * [Interacting with AI PromptsLearn how to interact with AI Prompts and how to use it while messaging. ](/help/inbox/interacting-with-ai-prompts) Can't find what you're looking for? 🔎 [Contact Support](/contact-us) 2026-10-12T09:29:23.340Z help ```json {"@context":"https://schema.org","@graph":[{"@context":"https://schema.org","@type":"TechArticle","articleBody":"Learn how to collaborate with your team in the Inbox.","author":{"@type":"Person","image":"https://assets2-proxy.respond.io/ph8r57dk1q9w/6TgzTm0QlIPDnG4YWA41K4/4ac61d3efe97d14652a514c5727318bd/Avatar.svg","name":"Amanda Loh","url":"https://respond.io/author/amanda-loh"},"dateCreated":"2026-01-15T00:00:00.000Z","dateModified":"2026-09-06T05:48:11.325Z","datePublished":"2026-01-15T00:00:00.000Z","headline":"Collaborating with your Team in Inbox","mainEntityOfPage":"https://respond.io/help/inbox","publisher":{"@id":"https://respond.io/#organization"},"url":"https://respond.io/help/inbox/collaborating-with-your-team-in-inbox"},{"@context":"https://schema.org","@id":"https://respond.io/help/inbox/collaborating-with-your-team-in-inbox#breadcrumb","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Help","item":"https://respond.io/help"},{"@type":"ListItem","position":2,"name":"Product","item":"https://respond.io/help/product"},{"@type":"ListItem","position":3,"name":"Inbox","item":"https://respond.io/help/inbox"},{"@type":"ListItem","position":4,"name":"Collaborating with your Team in Inbox","item":"https://respond.io/help/inbox/collaborating-with-your-team-in-inbox"}]},{"@type":"Organization","@id":"https://respond.io/#organization","name":"Respond.io","alternateName":"respond.io","url":"https://respond.io/","image":["https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F3f43c48b21b24f4e8b02b100c0c8fab0"],"logo":"https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F4045649d540241d398c39ab07b2b62bb","description":"Respond.io is an AI-powered customer conversation platform that helps businesses manage conversations, automate workflows and scale sales, marketing and support operations. 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