Inbox & Conversations
Inbox Overview
The Inbox is where your team manages all customer conversations — regardless of which channel they came from.
How it works
All messages from WhatsApp, Instagram, and Web Chat flow into a single, unified inbox. Each conversation appears as a chat thread with the contact's name, last message, channel type, and timestamp.
Layout
The Chats page has three main sections:
- Chat list (sidebar) — All conversations, sortable and filterable
- Message view (center) — The conversation thread with the selected contact
- Contact panel (right) — Contact details, platform identities, and notes
Conversation indicators
| Indicator | Meaning |
|---|---|
| Channel icon | Which platform the conversation is on (WhatsApp, Instagram, Web) |
| Unread badge | Number of unread messages |
| Last message preview | Most recent message text and timestamp |
| Contact avatar | Profile picture from the platform |
What you can do from the inbox
- Reply to messages — Send text, images, videos, and documents
- Use templates — Insert pre-built message templates
- View contact info — See the full contact profile and linked platforms
- Mark as read — Mark individual chats or all chats as read
Filtering and search
Use the search bar and filters at the top of the chat list to find specific conversations by contact name, message content, or channel.
Next steps
- Managing Conversations — Assign, close, and organize chats
- Sending Messages — Compose and send messages
- Contacts Overview — Understand the contact directory
Last modified on