Inbox: safer replies, honest unread counts and a snooze that comes back

A thorough pass over the shared Inbox, fixing everything a review turned up.

Replies go where you meant

• What you type is kept per conversation, so moving to the next thread never carries a half-written reply with it.
• An email reply goes to whoever wrote last, with the other people on that message copied.
• Files can be sent on website chats. On social threads the Attach button is gone, because the platforms never received those files.

Unread means unread

• A conversation is marked read when someone opens it, not because it happens to be on screen in a background tab.
• A new message from the customer brings a conversation back into the Inbox on every channel, including snoozed, archived and closed ones. Out-of-office replies and bounces no longer do.
• Snooze offers later today, 9:00 tomorrow and 9:00 Monday, and a snoozed conversation returns unread.
• Label counts match what the label shows, and the list has a Show more button.

Privacy and permissions

• Everything you can do to a conversation checks its mailbox, including linking records and AI drafts.
• @mentions only notify people who can open the conversation, and only on an exact name.
• Deleting a mailbox asks where its conversations should go instead of making them visible to everyone.
• Record suggestions respect record visibility.
• Only the person who made a shared view, or an admin, can change it.

Merging and routing

• Two website chats can't be merged, so no visitor is ever shown someone else's messages, and conversations must be in the same mailbox.
• Round robin now rotates, prefers people who are online, and threads you start are assigned to you so the reply doesn't land in Unassigned.