Inbox
The Inbox is where live work happens. All channels feed into one queue so your team can see what’s incoming, pick up the right conversations, and reply with full context.At a glance
- One queue for every channel — WhatsApp, Instagram, and Web Chat conversations appear together so nothing is missed.
- Clear ownership — assign each conversation to one teammate to avoid duplicate replies.
- Full context in the thread — messages, system actions, Event Studio, and internal Notes appear together.
- Fast reply tools — templates, media, and quick actions are available without leaving the conversation.
How Inbox is organized
Inbox is built around four areas that work as a single workflow:
Together they keep you in one screen from triage to resolution.
Conversation View
Read history, check context, and reply.
Notes
Leave internal context that only your team sees.
Events
See the activity trace behind each conversation.
Review
Quality-check completed work after the fact.
Good habits
- Filter first on busy queues. Start with Unassigned or Open before scanning — you’ll find urgent conversations faster.
- Read before you type. Check the last 2–3 messages plus any Notes and recent Events before replying.
- Keep one owner per conversation. If you pick it up, assign it. If you hand it off, add a Note — “Customer requested callback after 5 PM.”
- Use templates deliberately. Choose the template that matches the intent; don’t send a generic reply that misses the question.
- Organize with labels. Use Labels and Custom Fields so campaigns and automations can act on the same segmentation you see in Inbox.