Services

Inbox

Inbox is Pace's shared customer support desk — email, live chat, and social messages, all landing in one place your whole team can manage together.

Overview

Inbox is powered by Chatwoot, an open-source customer support platform. Where Messages is for internal team chat, Inbox is for conversations with people outside your company — customers emailing in, visitors chatting on your website, or messages from connected social channels. It brings them all into one shared queue so no message gets missed or answered twice.

Multiple teammates can see the same conversation, assign it to a specific person, add internal notes visible only to your team, and reply — all without a customer knowing more than one person may have touched their request. Inbox lives at {tenant}.pacehq.io/chat, and Pace SSO logs you in automatically.

Inbox is the right tool whenever you need a professional, organized way to handle incoming customer questions instead of a shared personal email inbox or a single person's phone.

First-run walkthrough

1. Open Inbox from your dashboard. Log in to Pace and click the Inbox tile.
   [Screenshot: Inbox tile on the Pace dashboard]
2. Review the default inbox. Your workspace starts with at least one connected inbox (commonly a website live-chat widget or a support email address). Conversations that come in will appear in the main conversation list.
   [Screenshot: Inbox conversation list]
3. Connect an additional channel (optional). Go to Settings → Inboxes → Add Inbox to connect another email address, a Facebook Page, or embed the live-chat widget on your website.
   [Screenshot: add inbox channel wizard]
4. Open a conversation. Click any conversation in the list to see the full message thread and a reply box on the right.
5. Send your first reply. Type your response in the reply box and click Send. The customer receives it through whichever channel they originally messaged you on (email, chat widget, etc.).
   [Screenshot: conversation reply panel]

Common tasks

• Assign a conversation. Open a conversation, and in the right-hand panel choose an assignee from your team so it's clear who owns the response.
• Add a private note. Switch the reply box from "Reply" to "Private Note" to leave context for teammates (e.g., "already refunded this, just needs confirmation") without the customer seeing it.
• Use canned responses. Set up saved reply templates under Settings → Canned Responses for questions you answer often, then insert them with a slash command while replying.
• Tag and label conversations. Add labels (e.g., "billing," "bug report") to conversations so you can filter and report on common issue types later.
• Resolve a conversation. Once a customer's issue is handled, click Resolve to move it out of the open queue — it can always be reopened if the customer follows up.

Troubleshooting

• The Inbox tile won't load or is missing. Inbox may not be included in your current plan tier — ask your Pace admin to check and enable it from the Admin panel.
• Emails aren't showing up in Inbox. Confirm the connected email channel's forwarding or IMAP settings are still correct under Settings → Inboxes — a changed email password elsewhere can break the connection.
• The website chat widget isn't appearing. Verify the widget's embed script is still present in your website's code and that no ad blocker or content security policy on your site is blocking it.
• Two teammates replied to the same customer. Assign conversations as soon as they come in to avoid overlap, and use private notes to signal "I've got this" before replying.
• A conversation keeps reopening. This usually means the customer is replying to an old email thread. Resolve it again, or start a fresh conversation if the topic has actually changed.