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The Inbox is your central hub for managing all customer conversations across every channel. Whether customers reach out via WhatsApp, Instagram, Messenger, or your web widget, every message lands here. Inbox Overview

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Conversation List

The left side of the Inbox shows all your conversations. Each entry displays:
  • Contact name and avatar: Who you’re talking to
  • Channel indicator: Which platform they messaged from (WhatsApp, Instagram, etc.)
  • Last message preview: A snippet of the most recent message
  • Timestamp: When the last message was sent
  • Status indicator: Whether the conversation is resolved or needs attention
  • CSAT score: If Auto CSAT is enabled, the satisfaction rating (1-5 stars) appears alongside resolved conversations
  • Follow-up indicator: If a follow-up is scheduled, you’ll see the scheduled time and a Cancel button

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Filtering

Use the filter dropdown at the top to focus on specific conversations:
  • All: Every conversation
  • Unread: New messages you haven’t seen
  • Unresolved: Open conversations (AI handling or awaiting response)
  • Resolved: Completed conversations
  • Assigned to me: Conversations assigned to you
  • Unassigned: Conversations without an assigned agent
You can also filter by assistant using the assistant dropdown, and search by contact name to quickly find a specific customer.

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Conversation View

Click any conversation to see the full chat history in the center of the screen. The conversation view shows:
  • Complete message thread: All messages between your assistant and the customer
  • AI responses: Messages sent by your assistant are clearly marked
  • Customer messages: What your customer said
  • System events: Notes like “AI follow-up triggered”, “AI scheduled a follow-up”, “Conversation Closed”, and agent actions
  • Follow-up banners: When Auto Follow-ups is enabled, a banner appears at the bottom showing the scheduled follow-up time (e.g., “Follow-up in 23 hours”) with a Cancel button, along with AI reasoning explaining why the follow-up was scheduled
  • CSAT scores: When Auto CSAT is enabled, the satisfaction score (1-5 stars) appears inside the “Conversation closed” card after a conversation ends

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Conversation Actions

Click the three-dot menu at the top of a conversation to access additional options:
  • Mark As Unread: Mark the conversation as unread
  • Unsubscribe Contact: Unsubscribe the contact from receiving broadcast messages
  • Block Contact: Block the contact from sending further messages
  • Delete Chat: Permanently delete the conversation

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Human Handoff

When your AI assistant encounters something it can’t handle, or when customers request to speak with a human, the conversation is handed off to an agent. Once you’ve helped the customer, mark the conversation as resolved. The AI can take over future messages from this customer automatically. Learn more about Agents

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Contact Panel

The right side of the Inbox displays the contact panel for the selected conversation. It has three tabs: Contact, Files, and Activity.

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Contact Tab

The default view with all key information organized in collapsible sections. Contact panel showing info, profile, memories, and files

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Info

Top-level details about the current conversation:
  • Assistant: Which assistant is handling this conversation
  • Agent: The assigned human agent. Use the dropdown to assign or reassign team members
  • Segments: Add or remove segments for this contact. Learn more about Segments
  • CSAT: The satisfaction score for this conversation (1-5 stars). Shows the auto-generated score if Auto CSAT is enabled, or allows manual scoring
  • Follow-up: Schedule a follow-up with preset intervals (1h, 3h, 12h, 24h) or a custom date. When Auto Follow-ups is enabled, shows the scheduled follow-up countdown with a Cancel option

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Referral

If the conversation originated from an ad, product listing, or a web widget with UTM parameters, the referral section shows the source details. This includes the platform, product info, or campaign data depending on the source. Contact panel showing referral source and files Learn more about Tracking

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Profile

Contact details and device information:
  • Name, Email, Phone: Core contact fields (editable)
  • Country and Language: Detected from the customer’s device or platform
  • Device info: Browser and device details for web widget conversations
  • Direct link: A link to message the contact directly (e.g., a wa.me link for WhatsApp contacts)

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Memories

A list of everything your assistant remembers about this customer, organized by type (Facts, Preferences, Goals, Experiences). Memories persist across all conversations and channels. Learn more about Memory

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Files Preview

Shows the 5 most recently shared files in the conversation. Click See All to switch to the Files tab for the full list. You can also upload files directly from the section header.

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Conversations

The last 10 conversations with this contact across all assistants. Each entry shows the conversation status and date. Click any conversation to navigate to it.

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Broadcasts

A list of broadcasts this contact has received, showing the delivery status and broadcast name. Click any entry to view the broadcast details. Learn more about Broadcasts

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Activity Preview

A compact view of the contact’s recent activity. You can add notes directly from here. Click Load More for the full history, or switch to the Activity tab.

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Files Tab

The full list of all files shared in conversations with this contact. You can:
  • Browse and search through all uploaded files
  • Upload new files
  • Load more files with pagination

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Activity Tab

A complete timeline of all activity for this contact, including conversation events, segment changes, notes, and file uploads. You can add notes directly from the top of the timeline. Inbox showing the Activity tab with notes and timeline