Inbox

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.

Team Inboxes

Below those views, a Team Inboxes section lists each team whose inbox is enabled — one entry per team, each with its own open-conversation count.

Team inboxes are a second way to organize work. Personal views (Mine, Others, Queued) filter by who owns the conversation. Team inboxes filter by which team queue the conversation sits in. A conversation can be in a team inbox and still assigned to a specific agent at the same time.

Team inboxes are available on the Starter plan and above. See Teams to turn one on, and AI Agent for how the AI can route handovers into a team automatically.

Open, Snoozed, and Resolved tabs

Within any view, switch between Open, Snoozed, and Resolved to see active conversations, ones you've set aside for later, or ones that have been wrapped up. Each tab shows a count badge.

Snoozed conversations don't count toward your open total — they stay out of the way until their timer is up or the customer replies. See Snooze for how that works.

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

Snoozing

• Click Snooze (clock icon) in the conversation header to set a conversation aside
• Pick when it should come back — a preset time or a custom date and time
• It moves to the Snoozed tab and returns to Open at that time, or as soon as the customer replies
• See Snooze for the full details

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
• Snooze — Set the conversation aside and choose when it comes back
• 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

Team

Route the conversation to a team inbox so the right group can pick it up:

• Select a team to route the conversation into its shared inbox
• Remove from team to take it back out

You can also use the command palette (Cmd+K / Ctrl+K) and choose Route to team.

Manual routing keeps the current agent. Routing to a team does not unassign whoever owns the conversation — a chat can have both a team and an agent at once. (When the AI hands a conversation over, it works differently: it clears the AI assignee and routes to a team or the general queue. See AI handover.)

This section only appears when your plan includes team inboxes and at least one team has its inbox enabled. See Teams to set one up.

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
• Snooze conversation — Set it aside and choose when it returns
• Mark as read / unread
• Route to team / Remove from team — when team inboxes are enabled
• 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

• Snooze — Set conversations aside and have them come back when you need them
• Teams — Enable team inboxes and write descriptions for AI routing
• AI Agent — Automatic assignment to teams on handover
• 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