> ## Documentation Index > Fetch the complete documentation index at: https://docs.tied.com/llms.txt > Use this file to discover all available pages before exploring further. # Inbox > One shared thread per customer, across every channel — and why that is not a ticket queue. Everything from every channel arrives in one place, threaded per customer rather than per message. The same person who texted you last month and emailed you this morning is one contact with one history. ## It is not a ticket queue The distinction matters because it changes how your team works. A ticket queue creates a new record per issue, closes it, and creates another next time. History lives in whichever ticket someone thinks to search for. A shared inbox threads by **person**: open a conversation and you see everything that person has ever said to you, on any channel, in order. That is why an agent picking up a conversation does not have to ask the customer to repeat themselves — and why an AI agent can reach a [Tier 3 corroborated-silence resolution](/pricing/resolutions) by noticing the customer's next contact was about something else entirely. ## Conversation states The four conversation states — open, pending, snoozed and resolved — and what moves between them. The four conversation states — open, pending, snoozed and resolved — and what moves between them. Four states, and they mean specific things: | State | Meaning | | - | - | | `open` | Active. Needs someone | | `pending` | Waiting on the customer, not on you | | `snoozed` | Deliberately set aside until a time you chose | | `resolved` | Done | **`pending` and `snoozed` are not the same.** `pending` means the ball is in the customer's court — you replied and are waiting. `snoozed` means you chose to stop looking at it until a specific moment. Using `pending` as a general parking space is the most common way an inbox quietly accumulates forgotten conversations. Priority is separate: `low`, `medium`, `high`, `urgent`. ## Messages have types too | Type | What it is | | - | - | | `incoming` | From the customer | | `outgoing` | From your side — human or AI | | `template` | A pre-approved channel template | | `activity` | A system event — assignment changed, conversation resolved, label added | Activity messages are what make a thread readable months later. When you scroll back and wonder why a conversation moved teams, the activity entry is the answer. ## What the section covers Filters, sorting and bulk actions. What triggers escalation, and the billing consequence. Reusable replies and multi-step actions. A taxonomy automation and reporting can share. Coverage, and what happens out of hours. Dropping a published article into a reply. The survey, and how a negative response voids a billed resolution. Who gets what, automatically. ## Working together without collisions Several people in one inbox creates a specific failure: two agents reply to the same customer within seconds of each other, each unaware of the other. Tied's only live signal against this is a typing indicator — you see when someone else is actively composing a reply in the same conversation. There is no broader viewer-presence feature that shows everyone who merely has the conversation open; for who owns a conversation and who is deliberately watching one, see [Participants](/inbox/collaboration). Alongside it: internal notes that the customer never sees, snooze with a reminder, and assignment so a conversation has one owner rather than four people assuming someone else has it. ## Next Getting the list down to what you should actually work on. Rules, SLAs and assignment policies. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.