Inbox
The Inbox is where all communication with your customers comes together. Conversations happening on different platforms are aggregated here so your team works from one place instead of jumping between apps.
The Inbox is organized around customers. The list shows your customers, and against each one you can see which platform(s) they reached out from.
Channels
The Inbox sidebar splits conversations by channel:
| View | What it shows |
|---|---|
| All | Every conversation across all channels (the default). |
| A filtered view of WhatsApp conversations. | |
| A filtered view of Instagram conversations. | |
| Live Chat | Conversations from the chat widget on your site. |
| Mails | Email threads (works differently — see below). |
| AI Calls | Voice conversations, when AI voice calling is enabled. |
In the All view you can apply a filter to see only customers who reached out through a specific channel. By default it shows everyone.
Working With a Conversation
The customer list does not load everyone — it loads around the most recent 100 customers, since you rarely need more than that at once. The ones that need manual handling are those with an open ticket.
When a single customer has contacted you on more than one platform, you'll see a switch that lets you move between their conversations on each platform, and you can read all of their communication in one place.
Open a conversation to reply, and to see the customer's profile and context alongside the thread.
Mails Work Differently
Email is not like chat. Under Mails you see a list of threads, similar to Gmail. Open a thread to read the messages in it.
The key difference is drafts:
- For chat channels, the AI either replies directly or creates a ticket and hands off to an agent.
- For email, the AI usually prepares a draft reply. An agent reviews the draft, edits it if needed, and sends it.
If auto-reply is enabled, the AI can send email responses automatically. If it's not enabled, every AI-written email stays as a draft until an agent sends it.
Related
- Tickets — how conversations become trackable work, and the difference between the Inbox and Tickets views.
- Settings → Channels — turn channels on or off and configure the chat widget.