This is the main navigation of the Inbox . It contains 4 tabs, each representing a different status for customer messages.

Note: a message will appear in only one tab at a time, as it can have only one status at any given moment.
 

Received

This tab shows all incoming customer messages that haven’t been processed yet and are not currently being handled.

The number displayed in the bubble next to the tab indicates the number of received messages.

Ongoing

This is the default tab shown when an advisor opens the inbox. It displays all customer messages that are currently being handled, either by you or by other team members. By default, you’ll see the messages assigned to you, as these are typically the most urgent.

You can also view messages being processed by other advisors. In Alcmeon, no message is ever locked—every advisor can access and view their team’s conversations, even if someone else is actively working on them.

Within this tab, you’ll find links to navigate between different message statuses:

• Ongoing by Me : The messages listed are those you have assigned to yourself or have been assigned to you (automatically, or by a supervisor), any messages you have snoozed or marked as help requests that you initiated but haven’t yet received a response to
• Assigned to Others : Shows messages that are assigned to other advisors.
• On hold by others : Lists messages that another advisor has placed on hold.
• Help Requests : Includes all messages where an advisor has asked for assistance. This is the default view for supervisors who have the "Respond to Help Requests" permission.

The numbers shown in bubbles next to the tab indicates, firstly, to the number of messages in progress assigned to you, and secondly, the number of messages in progress assigned to other advisors.

Answered

Here you will find all your customer messages that have received a response. Their processing is therefore complete.

Under this tab, links are displayed to navigate between different statuses:

• by me : lists messages you have replied to
• by others : lists messages replied to by other advisors

Archived

Just like replied messages, customer messages that have been archived appear here - meaning their processing is complete.

Within this tab, you can filter archived messages by:

• by me : lists messages that you have archived
• by others : lists messages archived by other advisors

📄 Note: What does “archive” mean? In Alcmeon, archiving a message means choosing not to respond. If a customer message doesn't require a response, you can archive it to mark it as processed, without sending a response.

🦊 Tip: Once you have replied to a customer, there is no need to archive the message, even if you consider the conversation over!