Help Center / Inbox & Conversations

Inbox & Conversations

The Inbox is where you read and respond to every customer message, no matter which channel it came in on. This article explains the layout and how to manage conversations day to day.

Inbox layout

The Inbox is split into three areas:

Left sidebar — conversation folders, your connected channels, labels and team members.
Conversation list — all conversations matching the selected folder, channel or filter, sorted from newest to oldest.
Conversation view — the full message thread for the conversation you've selected, with a reply box at the bottom.

Conversation folders

Every conversation lives in one of the following folders:

Folder	What it contains
New	Unread or unhandled conversations that need attention.
Automated	Conversations being handled automatically by your AI agent.
Assigned	Conversations assigned to a specific teammate.
Closed	Conversations that have been resolved.
Spam	Messages flagged as spam or unwanted.

Filtering by channel

The Channels section in the sidebar lists every connected inbox (for example a Facebook page, an email address, or your website widget), along with the number of unread conversations for each. Click a channel to see only conversations from that channel. The toggle next to each channel switches that channel's connection on or off.

If a channel shows as disconnected (for example "2 channels are disconnected"), click the warning banner at the top of the Inbox to reconnect it. See Channels & Connections for details.

Replying to a conversation

Select a conversation from the list to open it.
Type your reply in the message box at the bottom of the conversation view.
Optionally insert a quick reply instead of typing from scratch.
Send your message — it will be delivered through the same channel the customer used to contact you.

Starting a new conversation

Click Get Started or Start a conversation and choose a channel to begin a new conversation with a customer (for example, sending a new email or WhatsApp message).

Assigning conversations

Use the Users section in the sidebar to assign a conversation to a specific teammate. Assigned conversations move to the Assigned folder, making it clear who is responsible for the follow-up.

Using labels and search

Apply labels to conversations to categorize them (for example "Open", "Billing question", "Bug report"). Use the search bar and filter icon at the top of the conversation list to quickly find a specific conversation by name, content, or label.