Inbox Overview
Your unified inbox: layout, views, filters and who answers each chat.
The Inbox is where every conversation from every connected channel lands. Whether a customer writes on Instagram, WhatsApp or email, you answer from the same screen.
Layout
The inbox has three panels:
- Conversation list (left): every conversation, grouped by Today, Yesterday, This Week and earlier, with search by name, email or phone.
- Message thread (center): the conversation with the selected contact, and the message bar to reply.
- Contact panel (right): contact info, tags, properties, custom fields and activity.
Views and Filters
At the top, Chats holds your conversations; Calls is coming soon. Inside Chats:
- All: every conversation.
- Action required: chats waiting on your team, such as a handoff nobody approved yet or an AI reply that failed. The count also shows in the sidebar.
- Filters: Platform, Stage, Agent Type (Human Agent, AI Agent, Unassigned, Needs handoff) and Tags.
- Saved tabs: choose filters, then Save tab. You can keep two saved tabs.
Who Answers a Conversation
Each conversation has a mode, set from the dropdown in its header:
Tip: Use Resume AI in the header to hand a chat back to the AI agent.
- AI Agent: the AI agent assigned to this channel replies (paid plans).
- Human Agent: your team replies and the AI stays off.
- Unassigned: nobody replies automatically.
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