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:

1. Chat list (sidebar) — All conversations, sortable and filterable
2. Message view (center) — The conversation thread with the selected contact
3. Contact panel (right) — Contact details, platform identities, and notes

Conversation indicators

What you can do from the inbox

• Reply to messages — Send text, images, videos, documents, location, and contact cards
• 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
• Assign a chat — Hand a conversation to a specific team member
• Bot takeover / return — Take a chat over from the chatbot to reply manually, then return it to the bot
• Delete a chat — Permanently remove a conversation and its messages

Filtering and search

Use the search bar to find conversations by contact name. The filter panel lets you narrow the chat list by:

• 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

Next steps

• Managing Conversations — Assign, take over, and organize chats
• Sending Messages — Compose and send messages
• Contacts Overview — Understand the contact directory