---
title: Inbox
description: Views, owners, collaborators, due dates, outcomes and keyboard shortcuts.
---

The inbox lists every conversation in the workspace. A conversation is one post Hearl collected, together with its replies.

## Views [#views]

| View | Shows |
| --- | --- |
| Needs action | Conversations waiting on your team, plus everything someone has started and not finished. This is the default view. |
| Unassigned | Conversations that need action and have no owner. |
| Mine | Conversations you own that aren't done. |
| Assisting | Conversations where you're a collaborator. |
| Overdue | Conversations past their due date that aren't done. |
| To review | Conversations with the status **Needs a human check**. See [AI filtering](/docs/jev-filtering#human-check). |
| Done | Conversations marked done. |
| All | Everything, including posts that were filtered out. |

Every view can be narrowed to one product or one platform.

## Working a conversation [#conversation]

Select a conversation to see the original post, the replies Hearl has read, how many came from your team and how many are new since the last run. **Open original** takes you to the post on the platform, where you reply with your own account.

### Owner [#owner]

Each conversation has at most one owner. **Claim** makes you the owner. Claiming a conversation that hasn't been started moves its progress to **In progress**.

To claim several at once, select them and choose **Claim**. To clear out noise, select posts and choose **Mark irrelevant**, which marks them done with the outcome "irrelevant".

### Collaborators [#collaborators]

Add any workspace member as a collaborator. The conversation then shows up in their **Assisting** view.

### Notes [#notes]

Add notes to the conversation. Use `@name` to mention a teammate. Notes, owner changes, progress changes and due dates all appear in the conversation's timeline.

### Due date [#due-date]

Set a due date. Once it passes and the conversation isn't done, it appears in **Overdue**.

### Outcome [#outcome]

When you finish, write what was done, such as "fixed in 1.4" or "refunded", and choose **Mark done**. **Reopen** brings a done conversation back.

### Progress [#progress]

Progress is set by your team: Not started, In progress, Waiting on user, Waiting on team, Done. See [Statuses](/docs/statuses#progress).

## Keyboard shortcuts [#shortcuts]

| Key | Action |
| --- | --- |
| <kbd>j</kbd> | Next conversation |
| <kbd>k</kbd> | Previous conversation |
| <kbd>a</kbd> | Claim the selected conversation |
| <kbd>e</kbd> | Mark the selected conversation done |
| <kbd>1</kbd> to <kbd>6</kbd> | Go to Overview, Inbox, Products & sources, Members, Notifications, Billing |

Shortcuts don't fire while you're typing in a field.