> ## Documentation Index > Fetch the complete documentation index at: https://docs.bubblav.com/llms.txt > Use this file to discover all available pages before exploring further. # Team Inbox > Assign conversations, leave internal notes, insert saved replies, tag conversations, and set office hours The Team Inbox features let several teammates share the **Conversations** page without stepping on each other: assign each conversation to someone, leave private notes, reply faster with saved replies, tag conversations, and tell visitors when your team is away. > [!NOTE] > > Team Inbox features are part of live support and require a **Pro** plan (or higher) on the website. The plan is the website owner's plan. Pro includes 3 team seats; invite teammates under **Settings → Members**. ## Assign conversations Every conversation has one assignee, or none. Assign a conversation to yourself or a teammate so the team knows who owns it. **1. Open a conversation** Go to **Dashboard → your website → Conversations** and open a conversation. **2. Pick an assignee** In the conversation header, click the **assignee picker**. Choose a teammate, or **Unassigned**. Each teammate shows a green dot when they are online. The assignee is notified (see [Notifications](#notifications)). The owner and every accepted team member can be assigned. When you assign a conversation to yourself, you are not notified. A conversation is also assigned to you automatically when you **join** it, or when you send the first reply on an unassigned support ticket. ### All, Mine, and Unassigned Above the conversation list, next to the **Open / Waiting / Archived** tabs, a second tab row filters by assignee: | Tab | What you see | | - | - | | **All** | Every conversation, assigned or not | | **Mine** | Conversations assigned to you ("Nothing assigned to you" when empty) | | **Unassigned** | Conversations nobody owns yet | Each conversation in the list shows the assignee's photo, or their initial if they have no photo. A conversation assigned to someone who has since left the team shows **?** with the hint **Former teammate**. > [!NOTE] > > Removing a teammate under **Settings → Members** unassigns their conversations. ## Online and Away status Round-robin assignment needs to know who is available. You count as **online** while BubblaV is open in your dashboard or in the mobile app. To stop receiving new chats without closing BubblaV, click your avatar in the top-right corner of the dashboard and choose **Away** under **Live chat status**. The small dot on your avatar shows your status (green for **Online**, grey for **Away**). Teammates who are Away don't get new chats until they switch back to **Online**. In the mobile app, use the **Away** switch in **Settings**. > [!NOTE] > > A teammate counts as online when their status is **Online** and BubblaV was open for them in the last 3 minutes. Closing the dashboard or the app makes you offline after that. ## Round-robin auto-assignment Round-robin hands each new handoff to the next online teammate, one after another. 1. Go to **Dashboard → your website → Settings → Inbox**. 2. In the **Auto-assignment** card, turn on **Round-robin new handoffs**. 3. Click **Save**. New handoffs (a visitor asks for a human and a support ticket is created) go to the next online teammate, owner included. Teammates who are **Away** or not online don't get new chats. If nobody is available, the conversation stays unassigned. The assignee gets the same notification as for a manual assignment. Round-robin only covers handoffs from the chatbot; tickets that arrive from connected channels such as email are not auto-assigned. ## Internal notes Internal notes are private messages for your team inside a conversation. Visitors and customers never see them, and they are never sent to the customer's platform or email. **1. Switch the composer to notes** Above the message box, click the **Internal note** tab (the other tab is **Reply**). On a conversation you have not joined, click **Add internal note** instead. **2. Write the note** Type your note. Type **@** and pick a teammate to mention them. **3. Add it** Click **Add note**. The note appears in the conversation as a full-width amber card with a lock icon, live for everyone on your team. Mentioned teammates are notified (see [Notifications](#notifications)). Notes are removed with the conversation. > [!NOTE] > > AI Copilot can read internal notes, both in the **Copilot** chat and when it drafts a reply, so it can use your team's context. It is instructed never to quote or reveal a note in a draft meant for the customer, but always review a draft before you send it. See [AI Copilot](https://docs.bubblav.com/user-guide/live-support/copilot.md). ## Saved replies Saved replies are reusable answers you insert from the composer. ### Create saved replies The website owner and editors manage saved replies. Every member can use them. 1. Go to **Settings → Inbox** and open the **Saved replies** card. 2. Click to add one and fill in: * **Shortcut**: lowercase letters, numbers, `-` and `_`, up to 32 characters, starting with a letter or number. Each shortcut is unique per website. * **Title**: up to 80 characters. * **Body**: up to 5,000 characters. Variables are replaced when you insert the reply. 3. Save. Use the table's actions to edit or delete a reply. Members who are not editors see the list read-only. A website can have up to 500 saved replies. ### Insert a saved reply In the **Reply** tab, type **/** at the start of the message box, followed by part of a shortcut or title (for example `/thanks`). A list of matching replies opens above the box. Use the arrow keys and **Enter** or **Tab** to insert one, or **Esc** to close it. You can also click the **Saved replies** button in the composer toolbar to browse all of them. The reply is inserted into the box so you can edit it before you send. With no saved replies yet, the list links to **Settings → Inbox**. ### Variables | Variable | Replaced with | | - | - | | `{{visitor.name}}` | The visitor's name | | `{{visitor.first_name}}` | The first word of the visitor's name | | `{{visitor.email}}` | The visitor's email | | `{{agent.name}}` | Your name | | `{{website.name}}` | Your website's name | If a value is unknown (for example, an anonymous visitor with no name or email), the variable is replaced with nothing. Text in double braces that is not one of these variables stays as you wrote it. ## Tags Tags label conversations, for example `refund` or `vip`. * In the conversation header, add tags with **+ Tag** and remove them with the **x** on a chip. Suggestions come from tags already used on your website. A conversation can have up to 20 tags. Tags are lowercase, up to 50 characters. * The conversation list shows up to 2 tags per row, plus a count for the rest. * To filter, click **Filters** above the list and choose one or more under **Tags**. The section appears once at least one tag exists. * Tags added by the Zapier or n8n **Tag Conversation** action show up here too. ## Office hours and the away state Office hours tell visitors when your team is away, and change what happens when someone asks for a human outside those hours. ### Set up office hours 1. Go to **Dashboard → your website → Settings → Inbox**. 2. In the **Office hours** card, turn on office hours. 3. Choose your **timezone**. 4. For each day, switch it open or closed and set the start and end time. New schedules default to Monday to Friday, 09:00 to 17:00. 5. Optionally write an **away message** (up to 500 characters). Leave it empty to use the default: "Thanks! Our team is offline right now. We've saved your request and will get back to you by email as soon as we're back." 6. Click **Save**. ### What visitors see * **Widget header**: while your team is outside office hours, the chat widget header shows **We're away · we'll reply by email** (translated into the widget's language). * **After-hours handoff**: if a visitor asks for a human outside office hours, BubblaV still creates the support ticket as usual. The chatbot replies with your away message followed by "We'll reply to" the visitor's email address. When you reply to the ticket, the visitor gets your answer by email. > [!WARNING] > > The visitor gets your reply by email only when **Email Notifications** are turned on under **Settings → Email Notifications**. The Inbox settings show a warning when they are off. See [Email Notifications](https://docs.bubblav.com/user-guide/live-support/email-notifications.md). If the timezone cannot be read, or office hours are off, the widget and handoffs behave as if your team is always open. ## Notifications Assignment and mentions notify the teammate through the bell inbox, browser push, the mobile app, and email. Each person controls these in **Account Settings → Notifications**: | Notification | When | | - | - | | **Conversation assigned to you** | A teammate, or round-robin, assigns a conversation to you | | **Mentions in internal notes** | A teammate @mentions you in an internal note | Both are on by default, for each channel. See [Push & Message Notifications](https://docs.bubblav.com/user-guide/live-support/push-notifications.md). ## On mobile The [BubblaV mobile app](https://docs.bubblav.com/user-guide/live-support/mobile-app) supports assignment, notes, tags, and saved replies too. ## Related > **[Unified Inbox](https://docs.bubblav.com/user-guide/live-support/omnichannel-unified-inbox.md)** > > All channels in one place > **[AI Copilot](https://docs.bubblav.com/user-guide/live-support/copilot.md)** > > Draft replies with AI > **[Push & Message Notifications](https://docs.bubblav.com/user-guide/live-support/push-notifications.md)** > > Choose how you are alerted > **[Human Handoff](https://docs.bubblav.com/user-guide/human-handoff.md)** > > How visitors reach your team This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.