Inbox

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

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.
Done	Conversations marked done.
All	Everything, including posts that were filtered out.

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

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

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

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

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

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

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 is set by your team: Not started, In progress, Waiting on user, Waiting on team, Done. See Statuses.

Keyboard shortcuts

Key	Action
`j`	Next conversation
`k`	Previous conversation
`a`	Claim the selected conversation
`e`	Mark the selected conversation done
`1` to `6`	Go to Overview, Inbox, Products & sources, Members, Notifications, Billing

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