Managing Conversations

The inbox gives you tools to keep conversations organized and ensure nothing falls through the cracks.

Filtering conversations

Use the search bar and filter panel at the top of the chat list to narrow down conversations:

• Search — Find chats by contact name
• Channel — Show only conversations from a specific channel
• Chat type — Groups or individual chats
• Unread — Show only chats with unread messages
• Online — Show only contacts that are currently online

Reading and replying

Click a conversation in the chat list to open it. The message view shows the full thread with timestamps and sender information.

• Unread messages are highlighted
• Click Mark as Read on individual chats or use Mark All as Read for bulk action

Assigning conversations

Assign a chat to a specific team member so it's clear who owns the reply. Use the assign action on a conversation to hand it to a teammate.

Bot takeover and return

When a chatbot is handling a conversation, you can take it over to reply manually. Once you're done, return it to the bot so automated responses resume.

Deleting conversations

To delete a conversation, select it and use the delete option. This removes the chat and all its messages permanently.

Next steps

• Sending Messages — Compose and send messages
• Contacts Overview — View contact profiles from the inbox