Inbox Overview

The Inbox is where you view and reply to incoming messages from customers across all your channels (WhatsApp, Instagram, Messenger).

Accessing the Inbox

Click Inbox in the sidebar. On desktop, you'll see:

Left rail (hidden on mobile) — Views, filters, and your online status
Middle pane — Conversation list
Right pane — Selected conversation with composer

On mobile, these are stacked vertically or shown as tabs.

Online Status

At the top of the left rail, you'll see a colored dot next to a dropdown showing your availability:

Online (green dot) — You're actively working
Away (yellow dot) — You're away but might reply
Busy (red dot) — You're focused and may be slow to reply
Offline (gray dot) — You're not working

Click the dropdown to change your status. Supervisors and admins can see team members' statuses.

Built-In Views

The inbox comes with three pre-built views:

All

Shows all conversations across all channels, statuses, and assignments. This is the default view.

Mine

Shows only conversations assigned to you. If you're a supervisor, this shows conversations you personally handle (not your team's).

Unassigned

Shows conversations that haven't been claimed by an agent yet. Claim one by clicking Assign to Me in the conversation.

Saved Views

You can create custom saved views by:

Applying filters (see "Filtering Conversations" below)
Clicking Save View
Giving it a name (e.g., "Support Queue", "Hot Leads")

Your saved views appear below "Unassigned" in the left rail. Click one to instantly apply those filters.

Filtering Conversations

Use the filter controls to narrow down conversations:

By Channel

Click the channel filter dropdown to show only WhatsApp, Instagram, or Messenger conversations. Multi-select is supported (select multiple channels at once).

By Connection

If you have multiple phone numbers or accounts for the same channel, filter by connection name (e.g., "Main Support" vs. "Sales Line").

By Status

Filter by conversation status:

Active — Ongoing conversation
Assigned — Assigned to an agent
Pending — Waiting for customer reply
Resolved — Marked as complete
Archived — Closed

By Label

Click the label badges to filter by one or more labels. A conversation matches if it has any of the selected labels.

Search

Use the search box to find conversations by:

Customer name
Customer phone number
Customer identifier (PSID, IGSID)
Contact name (if linked to your contacts)

Search is free-text and real-time.

Conversation List

The middle pane shows a list of conversations, each card displaying:

Customer name — The person's name (if set)
Last message preview — A snippet of the most recent message
Channel badge — WhatsApp, Instagram, or Messenger icon
Window state badge (WhatsApp only) — Shows the messaging window status (see "Messaging Windows")
Unread count — How many unread messages in this conversation
Timestamp — How long ago the last message arrived (e.g., "2 hours ago")

Click any conversation to open it in the right pane.

Real-Time Updates

The conversation list updates automatically:

New messages arrive instantly in conversations
Status changes (when an agent assigns/resolves a conversation)
Typing indicators show when a customer is typing
Read receipts show when messages are delivered or read (where supported)

You don't need to refresh the page.

Conversation Details Pane

When you click a conversation, the right pane shows:

Message thread — The last 50 messages (scroll up to load earlier messages)
Customer info — Name, phone, identifiers across other channels
Message composer — Text input to reply
Action buttons — Assign, label, resolve (see next articles)

Mobile View

On phones and tablets:

Tap Conversations tab to see the list
Tap a conversation to open the detail pane
Tap Comments tab to switch to the comments queue
Tap the menu icon (≡) to access filters and views

Keyboard Shortcuts

(Coming in a future update — for now, use the UI buttons)

Tips for Inbox Mastery

Create custom views for different teams (e.g., Sales queue, Support queue)
Use labels to categorize conversations by type, priority, or outcome
Set your status to Offline when you're not working so customers aren't waiting for replies
Search by name or phone if you need to find a returning customer
Use the channel filter to focus on one platform at a time