23 Apr 2025: Upgraded Inbox — Faster, Clearer, Better!

Raquel Updated by Raquel

We’ve given the Turn.io Helpdesk Inbox a major upgrade, and it’s more than just a visual refresh. This new Inbox lays the foundation for faster feature development, improved reliability, and a better operator experience all around.

Let’s walk through what’s new, what’s improved, and what you can expect going forward.

✨ Key Benefits of the New Inbox

Infinite Scroll

Gone are the days of the “Load more messages” button. You can now seamlessly scroll through entire conversation histories without interruption. And if you need to jump back to the latest message? A handy “Back to Latest” button will help you zip there instantly.

Visual Upgrade

We’ve carefully refreshed the Inbox interface to improve readability, reduce visual fatigue, and make better use of screen space.

  • Messages now have cleaner colors and tighter spacing
  • Questions and lists are collapsed by default (but easily expandable)
  • Threads, media, and key message types are more clearly differentiated

It’s the same Inbox you know—just much easier on the eyes.

Smarter Labels

Managing labels just got easier:

  • Label search is faster and allows for more labels to be visible upfront
  • The new label management page (in Settings) allows you to add, edit, recolor, or archive labels globally
  • Labels appear closer to the message, saving visual space while keeping context intact
Takeover & Date Bubbles

Now, you can clearly see when:

  • A journey or operator takes over a conversation
  • A conversation is closed
  • A new day begins in a thread

These actions appear as distinct chat bubbles, making it easy to follow the flow of each conversation.

Other Improvements

Here are a few smaller, but powerful enhancements:

  • Faster loading across the board
  • Better video & image handling
  • Multi-button and list cards are now collapsible
  • On-hover message status (sent, delivered, read)
  • Hover actions (on desktop)
  • Loads of behind-the-scenes performance magic

🚧 What’s Not Yet Available

Support for Calling (Coming Soon!)
The shift allows us to begin rolling out voice calling support—starting with inbound calls, and expanding from there. You’ll also see call states clearly marked: missed calls, active calls, call ended, and more.
AI Translations

AI Translations is not yet supported in the new Inbox. We don’t have a release date yet, which is why Enterprise customers that use AI Translations should stay on the current Inbox version for now.

Message search partially works: you can find the conversation, but clicking the search result won’t scroll you to the exact message—yet.

Collections

You can add/remove messages from collections as usual. But searching within a collection will open the conversation, without jumping to the selected message.

Templates

Templates do not display full content at this moment in time. Media and Buttons are not showing (but do work).

😞 If anything goes wrong

Experiencing issues? Use the 'New Inbox' toggle to revert to the original version. Your feedback on what went wrong will help us improve and ensure you enjoy the upgraded version without problems.


This refresh is just the beginning. Moving to a new tech-stack gives us a future-ready foundation to launch features faster and with more confidence. We’ll continue refining the experience based on your feedback.

👉 If you’re trying the new Inbox for the first time, we’d love to hear your thoughts. Your feedback helps us shape a better product for everyone.

Let’s keep building a delightful support experience, one conversation at a time.

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28 Feb 2025: Introducing Journey Insights

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