We rebuilt the Inbox from the ground up to help you triage support requests faster and stay on top of conversations. A three-panel layout keeps tabs, thread list, and full conversation visible so you get to inbox zero without feeling overwhelmed. The new Inbox is designed to handle large support volume with calm and focus.

Move through the inbox without touching your mouse. Use 

 to toggle multi-select, and mark threads unread with 

The right sidebar now highlights what helps you respond more clearly. The person and company selector is now combined, assignee and priority are added, and the Project and issue selection is now more visible and available in a single dropdown, so nothing stands in your way when communicating with customers.

The filter dropdown now directly searches through all potential filter results. Start typing to search all results at once. They are grouped by category, and you can toggle filters off directly from the search results.

You can now forward your emails. Just press 

 in your inbox to quickly add the forwarding address and create a new thread.

Protect conversations that start in your widget with signed JSON Web Tokens. You can verify a user’s identity, prevent spoofed emails, and set token expirations so only real users can create messages. Enable it in 

Pass dynamic context to the AI Agent in the widget for more precise answers. The assistant now considers the page a user is on, so if they ask, „What can I do here?“, the AI agent can see on which page the user is and what they are likely trying to do. 

Productlane changelog

Support inbox