The Inbox is where your team answers the people who write to you: from the widget, by email, or after an AI answer. Everyone on the project's team can use it, on every plan.
Where conversations come from
Each conversation says where it started, in the line under its title ("started from the widget", "started from email", "started from an AI answer" or "started from the API").
The widget's Messages tab. Turn on Messages in the widget in Settings → Inbox and email. Signed-in users write straight away; signed-out visitors leave their email first. See Let people message your team from the widget.
Email. Every email sent to your project's support address starts a conversation, or joins the one it replies to. Auto-replies and bounces are left out. You can forward your company's address to it. See Set up support email.
Ask a person. When an AI answer doesn't help, readers can pass their question to your team. The conversation starts with their question, the AI's answer, and a note with a short summary of what they need. It's offered only while Messages in the widget is on and Messages isn't turned off in Customize → Widget. See Help readers find answers.
The API. Your own app can start conversations for its users. See Use the API and MCP.
While Messages in the widget is off, the Inbox says "Messages in the widget is off, so the widget has no Messages tab." Emails to your support address still land in the Inbox.
The views
The views are a row of tabs above the list, each with how many conversations it has:
View | What's in it |
|---|---|
Needs reply | Open conversations waiting for your team. Whoever has waited longest is at the top. |
Mine | Conversations assigned to you that aren't closed. |
Unassigned | Open conversations nobody is assigned to. |
Waiting on user | Conversations you've answered, waiting for them to write back. |
Snoozed | Conversations you've put away until later. |
Closed | Conversations you've closed. |
Spam | Conversations marked as spam. |
Apart from Needs reply, each view puts the latest message first. A view lists up to 100 conversations.
Each row shows who wrote (and their company, when your users' data says one), the subject with the start of the latest message, the conversation's number and who it's assigned to. The age on the right is how long they've waited for you, or how long since the latest message. Outside Needs reply, a Needs reply badge marks conversations waiting for your team.
With no conversation open, the space beside the list shows three numbers: Waiting for a reply (with the longest wait), Usual first reply over the last 30 days, and New conversations this week. For more, see Reporting.
Open a conversation
Click a row to open the conversation beside the list. Press J and K to open the next and the previous one. On a phone, the list and the conversation take turns: Inbox at the top goes back to the list.
The Inbox updates by itself: new conversations, replies and status changes show up without reloading the page.
See who you're talking to
The line under the title says the conversation's status, number and who it's with. Online at its start means they have the widget's Messages open right now, so they'll see your reply there.
Beside the messages is what Tuti knows about them: their email, their id and properties from your app, their groups, their posts and votes, and their other conversations. Where the conversation is too narrow, About and their name opens it instead. For where this information comes from, see See your users and the companies they're at.
Some hints to read with care:
(not verified) after an address: nobody proved it's theirs. A visitor who wrote signed out typed it themselves, and an email whose sender's domain couldn't be checked isn't proof either.
Known only by this address.: they aren't one of your app's users or a portal account.
Maybe a name (not signed in): the address matches one of your users, but they weren't signed in, so it may not be them. Nothing of that user's is shown or linked.
Assign a conversation
Choose Assign in the top bar. Pick Assign to me or a teammate, or Unassign to take it off someone. The button then shows who it's assigned to.
Assigned conversations are emailed to the person they're assigned to (see below), and show in their Mine view.
Snooze a conversation
Put a conversation away until you can deal with it. Choose Snooze, then In 3 hours, Tomorrow, 9:00 or Monday, 9:00, in your own time zone.
It leaves the other views and waits in Snoozed, and the button reads like "Snoozed till Mon 9 Nov, 09:00". It comes back in Needs reply when the time comes, or as soon as they write again. To bring it back sooner, choose the button again, then Wake now. Closing it, or replying with Send and close, ends the snooze.
Closed conversations and spam can't be snoozed.
Close, reopen or change the status
A conversation is Open, Waiting on user or Closed:
Replying moves it to Waiting on user. Send and close closes it. See Reply to a conversation.
Close in the top bar closes it without replying. Reopen opens it again.
When they write again, it's Open and back in Needs reply, even if it was closed (unless it's marked as spam).
More actions (⋯) has the rest:
Mark as waiting on user: shown while it's Open and your team's reply is the latest message.
Mark as open: shown while it's Waiting on user, for when it needs your team after all.
Summarize with AI: adds a short summary as a note. See Reply to a conversation.
Mark as spam.
Mark spam
More actions → Mark as spam moves a conversation to Spam. Nobody on your team is emailed about it, and your replies in it aren't emailed. Not spam moves it back.
Emails whose sender's domain fails its own authentication checks go straight to Spam.
Get emailed when people write
When someone starts a conversation or writes again, Tuti emails:
the person it's assigned to, or
with nobody assigned, everyone on the team who has these emails on.
Each email quotes the message and links to the conversation. You get at most one email per conversation every 10 minutes, and none for spam.
The emails are on for everyone to start with. To turn yours off, open the Inbox with no conversation open, choose More actions, then Stop emailing me new conversations. Email me new conversations turns them back on. It's your own setting: it doesn't change anyone else's, and conversations assigned to you are still emailed to you.
The sidebar shows how many conversations are open beside Inbox, and your browser tab's title starts with it, like "(3)".
How long closed conversations stay
Open and waiting conversations always stay. Closed and spam conversations stay in the Inbox while something has happened in them recently: a message, or closing, reopening or marking them.
Plan | Closed and spam conversations shown for |
|---|---|
Free | 7 days |
Pro | 30 days |
Business | 90 days |
Past that, they leave the Inbox, and Closed and Spam say that some are past your plan's history. Opening one shows "Past your plan's history". Upgrading shows those within the new plan's history again, and a new message from them brings that conversation back. See Plans.
A sample conversation
Add sample content on Home adds a sample conversation with a Sample badge, so you can try the Inbox. Replies to it are never emailed.