Unified Inbox¶
The Inbox is the central hub for all customer conversations across every connected channel. SMS, WhatsApp, Instagram, Messenger, and Telegram conversations all appear in one place.
Layout¶
The inbox has three panels:
┌─────────────────┬──────────────────────────┬────────────────────┐
│ Conversation │ │ │
│ List │ Message Thread │ Contact Info │
│ │ │ (optional) │
│ [Filter bar] │ Customer: Hello! │ │
│ │ You: Hi, how can I... │ Name: John Doe │
│ > John Doe │ │ Phone: +1555... │
│ WhatsApp │ [Type a reply...] │ Channel: WA │
│ > Jane Smith │ [Send] │ │
│ SMS │ │ │
└─────────────────┴──────────────────────────┴────────────────────┘
Conversation states¶
| Status | Meaning |
|---|---|
| Open | Active conversation, needs attention |
| Closed | Resolved, archived from the main list |
Conversations are automatically re-opened when a customer sends a new message to a closed conversation.
Filtering conversations¶
Use the filter bar at the top of the conversation list to filter by:
- Channel — show only SMS, only WhatsApp, etc.
- Status — open or closed
- Search — search by contact name or phone number
Unread indicator¶
Conversations with unread messages show a badge with the count of unread messages. The badge clears when you open the conversation.
Starting a new conversation¶
Click + New Conversation to initiate an outbound message:
- Select the channel (SMS or WhatsApp)
- Enter the recipient's phone number (with country code)
- Write your message
- Click Send
Note
You can only initiate new conversations via SMS or WhatsApp. Instagram, Messenger, and Telegram are inbound-only — customers must message you first.
Real-time updates¶
The inbox updates in real time. New messages from customers appear instantly without needing to refresh the page.
Channel icons¶
Each conversation shows a channel icon so you know at a glance how you're communicating:
- SMS
- Messenger
- Telegram