Inbox
Every conversation from every channel in one place.
Every message from Instagram, Facebook, WhatsApp, and WebChat flows into the Inbox — no app-switching.
Inbox views
The view selector at the top of the conversation list switches between views. Each view shows a count of open conversations, so you can tell what needs attention at a glance.
| View | What it shows |
|---|---|
| AI Persona | Conversations currently handled by your AI agent |
| Mine | Conversations assigned to you |
| Others | Conversations assigned to other team members |
| Queued | Unassigned conversations waiting to be picked up |
| All | Every conversation across your workspace |
Open and Resolved tabs
Within any view, toggle between Open and Resolved to see active conversations or ones that have been wrapped up. Each tab shows a count badge.
Filtering and sorting
Click the filter icon to narrow the conversation list.
Filters:
- Labels — Conversations with specific labels
- Channels — WhatsApp, Instagram, Facebook, WebChat
- Starred — Starred conversations only
- Unread — Conversations with unread messages
Sorting:
- Newest first (default) — Most recently active conversations at the top
- Oldest first — Oldest conversations at the top
Filters and sort persist in the URL, so you can bookmark filtered views or share them with teammates.
Search
Click the search icon to open global search. Find conversations by contact name, message content, or other details.
Working with conversations
Opening a conversation
Click any conversation in the list. The full message timeline appears on the left and a details sidebar on the right.
Sending messages
Type into the composer at the bottom. From there you can:
- Send text — Type and press Enter or click Send
- Attach files — Click the attachment button for images, videos, audio, or documents
- Record voice messages — Use the microphone button to record and send audio
- Send documents — Share files from your document library
- Use canned responses — Insert saved reply templates
Message types
The inbox supports every message type your channels offer:
- Text — Standard text messages
- Images — Photos and graphics with preview
- Videos — Video files with inline player
- Audio — Voice messages and audio files
- Files — Documents and other file types
- Location — Location pins with map preview
- Carousels — Multi-item product or content carousels
- Quick replies — Tappable buttons for fast customer responses
Resolving and reopening
- Click Resolve (checkmark) in the conversation header to mark it done
- Resolved conversations move to the Resolved tab
- Click Reopen on a resolved conversation to move it back to Open
Starring conversations
- Click the star icon in the conversation header to star or unstar
- Use the Starred filter to see only starred conversations
Marking as read or unread
- Opening a conversation marks it read automatically
- Right-click a conversation and choose Mark as unread to flag it for later
- Use Mark as read to clear the unread indicator without opening
Right-click context menu
Right-click any conversation in the list for quick actions:
- Star / Unstar — Toggle the star
- Mark as read / unread — Toggle the read state
- Resolve / Open — Change the conversation status
- Open in tab — Open the conversation in a new browser tab
- Copy ID — Copy the conversation ID to your clipboard
The conversation sidebar
The right sidebar shows context about the current conversation. Drag sections to reorder them to match your workflow.
Contact
The customer's name, avatar, phone number, and email. From here you can:
- Edit the contact's details
- Block or unblock the contact
- Click through to the full contact profile
Assign Agent
Assign the conversation to a team member or your AI agent:
- Select a team member to assign it to them
- Select AI Persona to hand it off to your AI agent
- Unassign to send it back to the queue
Labels
Organize the conversation with labels. Click the plus icon to add a label from your existing set, or click the X on a label to remove it.
Custom Fields
View and edit custom field values for this conversation — order numbers, priority levels, account types, and other business-specific data.
Sessions
Each session is a distinct interaction period. The sidebar lists every session for the current conversation.
Command palette
Press Cmd+K (Mac) or Ctrl+K (Windows) for quick actions:
- Star / Unstar conversation
- Resolve / Open conversation
- Mark as read / unread
- Search and navigate to other conversations
Real-time updates
The inbox updates live. New messages push conversations to the top of the list, unread counts update, and messages appear in open conversations — no refresh needed.
Related topics
- Channels Overview — Connect the channels that feed into your inbox
- Labels — Organize conversations with labels
- Custom Fields — Track business-specific data
- Canned Responses — Set up quick reply templates
- AI Agent — Configure your AI agent for automated handling
- Workflows — Automate conversation management tasks