User Guide · Inbox & Contacts
Conversations
Work the shared inbox: filters and views, the conversation list, the chat header, the composer and the customer panels.
The inbox shows every conversation from every connected channel in one list. Each conversation is one customer on one channel; the AI agent and your team reply in the same thread. Open it from the chat icon on the icon rail, or go to /inbox.
Layout
- 1Search the whole workspace (⌘K / Ctrl K): contacts, messages and conversations.
- 2Main filters: All conversations, Assigned to me, Activities, Monitoring.
- 3Conversation filters: New, Unassigned, Unanswered, Idle, Favorites.
- 4Lifecycle stages, when enabled, filter by stage.
- 5Shared and private views you create.
Filters and views
Main filters
| Filter | Shows |
|---|---|
| All conversations | Every conversation you are allowed to see. |
| Assigned to me | Conversations assigned to you. |
| Activities | Your notification feed: assignments, notes, mentions and follow-ups. See Activities. |
| Monitoring | The live backlog and response-time dashboard. See Live monitoring. |
Conversation filters
| Filter | Definition |
|---|---|
| New | Open and not assigned to anyone yet. |
| Unassigned | No assignee, whatever the status. |
| Unanswered | Open, and the customer sent the last message. |
| Idle | Open, with no message for a while (by default 24 hours; set the period in Settings › General › Idle Conversations). |
| Favorites | Conversations you starred. |
Lifecycle and views
If lifecycle stages are enabled, the Lifecycle section lists each stage as a filter; Manage Stages opens Settings › Lifecycle. Under Shared and Private, Create a view saves a filter combination (Team, Assignee, Channel) as a named view. Shared views are visible to your team; private views only to you.
Channel pills and status tabs
Above the list, channel pills filter by source: All, WhatsApp, Messenger, Telegram, Instagram, Slack, Widget, Email, Voice calls (when voice is enabled) and Favorites. Below them, the status tabs split the list into All, Mine, Assigned and Resolved.
The conversation list
Each row shows the contact, the channel badge on the avatar, the last message, and timers that tell you who is waiting:
- 16d a red clock means the customer is waiting for your reply, and for how long.
- 17d an hourglass means you replied last and the customer hasn't answered for that long.
- A green counter shows unread messages; an assignee avatar shows who owns the conversation.
- Colored chips show the store, page or account the conversation came in through.
Right-click a conversation for quick actions: Mark as Resolved or Reopen, Mark as Unread, Add to Favorites, Assign to Me, Assign to…, Unassign, Copy Chat Link, Open in New Tab and Delete Chat.
The chat header
- 1Lifecycle stage: change the contact's stage.
- 2Assign to a teammate; the team button next to it assigns a team.
- 3Join: assign the conversation to yourself. The AI toggle (robot face) sits right after it.
- 4Favorite, then More (⋮).
- 5Resolve or re-open the conversation.
| Control | What it does |
|---|---|
| Stage | Shows the lifecycle stage (or No Stage) and lets you change it. |
| Assignee | Assign the conversation to a teammate or unassign it. The new assignee is notified. |
| Team | Route the conversation to a team; "No team" clears it. |
| Join | Appears when the conversation is unassigned or someone else owns it; assigns it to you. |
| AI toggle | Turns the AI on or off for this conversation. A glowing border shows the AI is active. Sending a manual message switches it off (human takeover). |
| Favorite | Stars the conversation so it appears under Favorites. |
| More (⋮) | Add Label (tags), Move to View, lifecycle stage, AI Copilot and favorites. |
| Resolve | Resolves the conversation, or re-opens a resolved one. |
The composer
- 1Summarize: rewrite your draft professionally with AI.
- 2Note: switch to an internal note only your team sees.
- 3Attach a file, record a voice note, add an emoji.
- 4Saved Replies: insert a prepared answer.
- 5Templates: send an approved WhatsApp template.
- Reply. Press R anywhere in the chat to focus the composer. Enter sends, Shift Enter adds a new line.
- Internal notes. Turn on Note to write a yellow internal note. Type
@to mention a teammate; the assignee and anyone mentioned are notified. - Saved replies. Opens your library with folders, search and a preview. Choose Send Reply to send it as is, or Insert Text Only to edit first. See Saved replies.
- Templates. Available on WhatsApp conversations. See WhatsApp templates.
- Voice notes. Record, listen back, then send.
- Summarize. Type a draft first, then let AI rewrite it in a professional tone.
Customer side panels
The narrow column of icons on the right edge opens panels about the customer without leaving the conversation: contact details, orders, courses, calls, activity and more.
- 1Contact details: name, ID and status.
- 2Message or Call the customer.
- 3Contact fields: phone, email, country, language and your custom properties. Manage opens the property settings.
- 4Contact note: notes that stay with the person, with @mentions.
- 5Switch panels: orders, courses, calls, activity.
| Panel | Shows |
|---|---|
| Details | Contact fields, tags and contact notes. |
| Orders | Order history from your Inboxi Store or connected e-commerce platform. |
| Courses | Enrolled courses, for education workspaces connected through external data. |
| Calls | WhatsApp calls with this contact. See WhatsApp calls. |
| Activity | Lifecycle changes, tag updates, assignments, notes and status changes. |
| Apps | Data from connected CRM apps. |