Inbox

The Inbox is where your day-to-day conversations happen. Every message from Instagram, Facebook, WhatsApp, and your website chat flows into one place, so you never have to switch between apps.

Inbox views

Use the view selector at the top of the conversation list to switch between different views. Each view shows a count of open conversations so you can see what needs attention at a glance.

Open and Resolved tabs

Within any view, toggle between Open and Resolved tabs to see active conversations or ones that have been wrapped up. Each tab shows a count badge so you know how many conversations are in each state.

Filtering and sorting

Click the filter icon to narrow down your conversation list.

Available filters:

• Labels — Show only conversations with specific labels
• Channels — Filter by channel (WhatsApp, Instagram, Facebook, WebChat)
• Starred — Show only starred conversations
• Unread — Show only conversations with unread messages

Sorting:

• Newest first (default) — Most recently active conversations at the top
• Oldest first — Oldest conversations at the top

All filters and sort settings persist in the URL, so you can bookmark filtered views or share them with teammates.

Search

Click the search icon to open the global search. Find conversations by contact name, message content, or other details.

Working with conversations

Opening a conversation

Click any conversation in the list to open it. You'll see the full message timeline on the left and a details sidebar on the right.

Sending messages

Type your message in the composer at the bottom of the conversation. You can:

• Send text messages — Type and press Enter or click Send
• Attach files — Click the attachment button to add 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 — Access your saved reply templates for quick responses

Message types

The inbox supports all message types 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 the Resolve button (checkmark) in the conversation header to mark a conversation as done
• Resolved conversations move to the Resolved tab
• Click Reopen on a resolved conversation to move it back to Open

Starring conversations

Star important conversations for quick access:

• 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

• Conversations are automatically marked as read when you open them
• Right-click a conversation in the list and choose Mark as unread to flag it for later
• Use Mark as read to clear the unread indicator without opening the conversation

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

Bulk actions

Select multiple conversations using the checkboxes, then take bulk actions like resolving several conversations at once.

The conversation sidebar

The right sidebar shows important context about the current conversation. You can drag sections to reorder them to match your workflow.

Contact

View the customer's name, avatar, phone number, and email. Quick actions let you:

• 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 persona:

• Select a team member to assign the conversation to them
• Select AI Persona to hand it off to your AI agent
• Unassign to move the conversation back to the queue

Labels

Add or remove labels to organize and categorize the conversation. Click the plus icon to add labels from your existing set, or click the X on a label to remove it.

Custom Fields

View and edit custom field values specific to this conversation. Custom fields let you track business-specific data like order numbers, priority levels, or account types right on the conversation.

Sessions

See the session history for this conversation — each session represents a distinct interaction period.

Command palette

Press Cmd+K (Mac) or Ctrl+K (Windows) to open the command palette for quick actions:

• Star / Unstar conversation
• Resolve / Open conversation
• Mark as read / unread
• Search and navigate to other conversations

Real-time updates

Your inbox updates in real time. When new messages arrive, conversations move to the top of your list, unread counts update, and you'll see new messages appear live in open conversations — no need to refresh.

Related topics

• Channels Overview — Connect the channels that feed into your inbox
• Labels — Create labels to organize conversations
• Custom Fields — Add custom fields for tracking business data
• Canned Responses — Set up quick reply templates
• AI Agent — Configure your AI persona for automated handling
• Workflows — Automate conversation management tasks