Inbox & Messaging
- How the Inbox works as your central multi-channel messaging hub
- The key features available on the Inbox page
- How conversations are organized, filtered, and managed
The Inbox is the central hub where all customer conversations come together in one place. No matter which messaging channel a customer uses to reach your business -- WhatsApp, Instagram, Telegram, Facebook Messenger, or your website widget -- every conversation appears in the Inbox, ready for your team to view and respond.
You can access the Inbox by clicking Inbox in the sidebar.
How the Inbox is organized
The Inbox uses the same standardized list-and-detail interface used throughout the application. If you are already familiar with other list views in the platform (such as Clients or Pipelines), the Inbox will feel immediately familiar.
At the top of the page, you will find a toolbar with the following controls:
| Control | Description |
|---|---|
| Bulk update | Lets you update multiple conversations at once |
| Filter button | Opens advanced filters; a badge on the button shows how many filters are currently active |
| Create conversation | Opens the dialog to start a new conversation with a client |
Below the toolbar, the paginated conversation list displays all conversations matching your current filters. Pagination is shown in the format Page 1 / 0 (Page 1 of 0), updating as conversations are added.
When no conversations exist yet, the list displays the empty-state message: No items yet.
Key features
| Feature | Description |
|---|---|
| Conversation list | A paginated, filterable list of all customer conversations across every connected channel |
| Create conversation | Start a new conversation by selecting an existing client or creating a new one on the spot |
| Bulk update | Select multiple conversations and apply changes -- such as status updates or assignments -- in a single action |
| Advanced filters | Use AND/OR logic, filter groups, and sorting rules to find exactly the conversations you need |
| Send messages | Reply with text, images, documents, audio, and video directly from the chat interface |
| Message templates | Use pre-written template messages for fast, consistent replies |
| Reply threading | Reply to specific messages within a conversation to keep context clear |
| Media gallery | View all media files exchanged in a conversation from the conversation details panel |
| Bot toggle | Enable or disable the AI bot on a per-conversation basis for seamless human-to-bot handoff |
The filter badge on the Filter button shows you at a glance how many filters are active. If you notice unexpected results in your conversation list, check the badge -- you may have leftover filters from a previous search.
Conversation List
The conversation list is the main view of the Inbox. It displays all your customer conversations in a paginated list. You will see it as soon as you click Inbox in the sidebar.
The top toolbar
The toolbar at the top of the conversation list provides quick access to the most common actions:
- Bulk update -- Select multiple conversations and apply a change to all of them at once. This is useful for bulk-closing resolved conversations, reassigning conversations to a different team member, or updating statuses in batch.
- Filter button -- Opens the advanced filtering panel. A small badge on this button displays the number of currently active filters, so you always know when filters are applied.
- Create conversation -- Opens the Create Conversation dialog to start a new conversation with a client.
Pagination
The conversation list is paginated to keep performance fast, even when you have thousands of conversations. The current page indicator appears at the bottom of the list in the format:
Page 1 / 0
This shows the current page number and total number of pages. As conversations are created or filtered, the page count updates accordingly. You can navigate between pages using the pagination controls.
What you see for each conversation
Each row in the conversation list represents a single conversation and shows:
- Client name and identifying information
- Channel indicator -- which messaging platform the conversation is on (WhatsApp, Instagram, Telegram, etc.)
- Last message preview -- a snippet of the most recent message exchanged
- Timestamp -- when the last activity occurred
- Status indicators -- including unread message badges and bot status
Click on any conversation row to open it and view the full message history.
Empty state
If there are no conversations to display -- either because none have been created yet, or because your current filters exclude all results -- the list shows:
No items yet
If you see this message unexpectedly, check your active filters by looking at the badge on the Filter button. Clearing filters may reveal conversations that were hidden.
Bulk updates
The Bulk update feature lets you act on multiple conversations simultaneously. To use it:
- Click Bulk update in the top toolbar.
- Select the conversations you want to update.
- Choose the action to apply (for example, changing status, reassigning, or archiving).
- Confirm the bulk action.
This saves significant time when you need to manage a large number of conversations at once.
When you return to the conversation list after being away, check the filter badge first. Active filters carry over between sessions, and you may be seeing a filtered subset of your conversations without realizing it.
Sending Messages
Sending messages in the Inbox works much like any modern messaging application. You can start entirely new conversations or reply within existing ones.
Starting a new conversation
To begin a conversation with a client, follow these steps:
- Navigate to the Inbox page.
- Click the Create conversation button in the top toolbar.
- The Create Conversation dialog opens with the following elements:
- Client selector dropdown -- displays the prompt Select the client to start. Search for and select an existing client from the dropdown list.
- "+" button -- if the client does not yet exist in your system, click the + button to create a new client record inline, without leaving the dialog.
- Cancel button -- closes the dialog without creating a conversation.
- Start Conversation button -- creates the conversation and opens the chat interface.
- After selecting (or creating) a client, click Start Conversation.
You are taken directly into the new conversation's chat interface, where you can begin typing messages.
Composing a message in an existing conversation
- Click on any conversation in the conversation list to open it.
- The chat interface displays the full message history with the client.
- Type your message in the text input field at the bottom of the conversation panel.
- Press Enter or click the Send button to deliver your message.
Sending media and files
In addition to plain text, you can send rich media by clicking the attachment icon in the message input area:
- Images -- Photos and screenshots (JPG, PNG, GIF)
- Videos -- Video clips (MP4 and other supported formats)
- Audio -- Voice recordings or audio files; you can also record a voice message directly using the microphone icon
- Documents -- PDFs, spreadsheets, Word documents, and other file types
Channel-specific considerations
Different messaging channels have different capabilities and limitations:
| Channel | Text | Images | Videos | Audio | Documents | Notes |
|---|---|---|---|---|---|---|
| Yes | Yes | Yes | Yes | Yes | 24-hour messaging window applies; templates required after window expires | |
| Yes | Yes | Limited | Limited | No | Subject to Instagram API restrictions | |
| Telegram | Yes | Yes | Yes | Yes | Yes | Supports formatted text (bold, italic, etc.) |
| Web Widget | Yes | Yes | No | No | Yes | Capabilities depend on widget configuration |
When starting a new conversation, use the "+" button in the client selector to quickly add a new client without navigating away. This is especially handy when a new lead contacts you and is not yet in your client database.
Reply Threading
Reply threading allows you to respond to a specific message within a conversation, rather than simply adding a new message at the bottom. This makes it clear which message you are referencing -- especially valuable in long or complex conversations where multiple topics may be discussed at the same time.
How to reply to a specific message
- Open a conversation from the Inbox.
- Hover over the specific message you want to reply to.
- Click the Reply icon that appears on the message.
- The original message appears as a quoted reference above your text input field, so both you and the client can see the context.
- Type your response and press Enter or click Send.
The reply appears in the conversation timeline with a visual link back to the original message. The client sees the quoted message along with your response, providing full context.
Channel support for threading
Threading behavior varies depending on the messaging channel the conversation is on:
| Channel | Threading support | Details |
|---|---|---|
| Full support | Quoted replies are delivered natively; the client sees the original message quoted above your response | |
| Telegram | Full support | Uses Telegram's native reply-to-message feature |
| Limited | Threading may not be fully preserved on the client's end depending on the message type | |
| Facebook Messenger | Limited | Basic quoting; full threading depends on Messenger's current feature set |
| Web Widget | Visual threading | Threading is displayed within the chat interface but may not carry the same native behavior as dedicated messaging apps |
When to use threading
- Answering a specific question -- When the client asked multiple questions and you want to address each one individually.
- Referencing a past message -- When you need to revisit something the client said earlier in the conversation.
- Clarifying context -- When the conversation has been lengthy and a plain reply might be ambiguous without the quoted reference.
Threading is most useful in busy conversations. If you are handling a straightforward, linear exchange, a regular reply is usually sufficient. Reserve threading for cases where quoting the original message adds genuine clarity.
Media Gallery
The Media Gallery provides a consolidated view of every image, video, audio file, and document exchanged in a conversation. Instead of scrolling through potentially hundreds of messages to find a specific photo or document, you can open the media gallery and locate it in seconds.
Supported media types
| Media type | Examples |
|---|---|
| Images | Photos, screenshots, graphics (JPG, PNG, GIF, WebP) |
| Videos | Video clips and recordings (MP4, etc.) |
| Audio | Voice messages, audio recordings, music files |
| Documents | PDFs, Word documents, spreadsheets, presentations, and other file types |
Opening the media gallery
- Open a conversation from the Inbox.
- Access the conversation's details panel (typically on the right side of the chat interface or through an info/details button).
- Select the Media tab within the details panel.
The gallery displays a visual grid of all shared media, organized by type. Images and videos appear as thumbnails, while documents and audio files are shown with their file names and types.
Viewing and downloading media
- Click on any media item to view it at full size (for images and videos) or to play it (for audio).
- Click the download icon on a media item to save it to your local device.
- Scroll through the gallery to review all media exchanged over the lifetime of the conversation.
The media gallery is especially valuable in long-running conversations. Instead of asking the client to re-send a file you cannot find, open the gallery and locate it directly.
Bot Toggle
The Bot Toggle gives you direct control over whether the AI agent responds automatically in a specific conversation. When the bot is enabled, it handles incoming messages on its own. When you disable the bot, only human team members can respond. This toggle is the key mechanism for seamless handoff between the AI agent and your team.
Toggling the bot on or off
- Open a conversation from the Inbox.
- Locate the bot toggle control in the conversation header or details panel.
- Click the toggle to switch the bot on (AI responds automatically) or off (only humans respond).
The change takes effect immediately. If you turn the bot off while a client is waiting, the bot stops responding and you take over the conversation.
When to disable the bot
There are several common scenarios where turning off the bot makes sense:
- Complex or sensitive issues -- The client has a problem that requires human judgment, empathy, or decision-making that the AI cannot handle adequately.
- Active human conversation -- You are already engaged in a back-and-forth with the client and do not want the bot to interject with automated responses while you are typing.
- Escalation requests -- The client has explicitly asked to speak with a human.
- Special negotiations -- Pricing discussions, contract terms, or complaint resolution that require a personal touch.
When to re-enable the bot
After resolving the issue that required human attention, you can toggle the bot back on. This is useful when:
- The conversation returns to routine inquiries that the bot handles well (FAQs, scheduling, status checks).
- The client's question has been resolved and you want the bot to handle any future follow-ups.
- Your shift is ending and you want the bot to maintain responsiveness outside business hours.
Company-level bot setting
In addition to the per-conversation toggle, there is a company-wide setting called Disable service bot, found in your company settings. When this setting is activated:
- The AI bot is disabled across all conversations for the entire company.
- Individual conversation toggles are overridden -- the bot will not respond anywhere.
- This is useful during system maintenance, training periods, or when your team prefers fully manual handling.
To re-enable the bot company-wide, return to the company settings and deactivate this option.
When you take over a conversation from the bot, always disable the bot toggle first. This prevents the AI from sending automated responses at the same time you are composing a reply, which can confuse the client.