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Unified Inbox

The Inbox is the central hub for all customer conversations across every connected channel. SMS, WhatsApp, Instagram, Messenger, Telegram and Web Chat 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
  • Owner — Everyone, Mine (conversations you've taken) or Unassigned (your shared queue). See Taking a conversation.
  • 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:

  1. Select the channel (SMS or WhatsApp)
  2. Enter the recipient's phone number (with country code)
  3. Write your message
  4. Click Send

Note

You can only initiate new conversations via SMS or WhatsApp. Instagram, Messenger, Telegram and Web Chat are inbound-only — customers must message you first.

Autoresponders

Set up automatic replies that fire when a customer messages you — for off-hours coverage, first-contact welcomes, or keyword-triggered responses.

Autoresponders →

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
  • WhatsApp
  • Instagram
  • Messenger
  • Telegram