Inbox

Team Inbox Overview

The Inbox is your unified messaging hub where all customer conversations from every channel come together.

Features

Unified Messaging

All conversations from connected channels appear in one place:

• WhatsApp messages
• Instagram DMs
• Facebook Messenger
• Website live chat
• Telegram messages

Conversation Management

Filters

Filter conversations by:

• Status - Open, Resolved, Pending
• Channel - WhatsApp, Instagram, etc.
• Agent - Assigned team member
• Tags - Custom labels
• Date Range - Time period

Sorting

Sort conversations by:

• Newest first
• Oldest first
• Waiting longest
• Recently updated

Assignment

Manual Assignment

Click on a conversation and assign it to a specific agent.

Auto-Assignment

Configure automatic assignment rules based on:

• Round-robin distribution
• Agent availability
• Skill-based routing
• Channel expertise

Quick Actions

• Resolve - Mark conversation as complete
• Snooze - Temporarily hide and resurface later
• Transfer - Move to another agent
• Tag - Add labels for organization
• Notes - Add internal notes

Conversation View

Message Panel

• View full conversation history
• Send text, images, videos, documents
• Use quick replies and templates
• Add emojis and formatting

Contact Panel

View customer information:

• Name and contact details
• Conversation history
• Tags and custom fields
• Notes from previous interactions

AI Assistance

• Smart Replies - AI-suggested responses
• Sentiment Analysis - Customer mood indicator
• Summary - AI-generated conversation summary