Inbox
The Inbox is your central hub for viewing and managing conversations from your connected channels. On larger screens, the conversation list sits beside the open message thread. On smaller screens, you move between the list and the selected conversation. Details, events, and Que open only when you need them.
The Conversation List
The list shows conversations grouped by recent activity. Each row can show the conversation name, channel, labels, and status badges such as AI Agent, Escalated, Paused, or Ignored. More conversations load automatically as you scroll.
Use the controls above the list to narrow the conversations you want to review:
- Search — type a conversation name to narrow the list.
- Platform — choose All, Instagram, WhatsApp, WhatsApp Business, or Telegram.
- Labels and lead stage — narrow the list to conversations with selected labels or a lead stage.
- Ignored — people with workspace-wide Inbox Write access can show ignored conversations and restore them when processing should resume.
Reading Conversations
Select a conversation to open its message history. Messages are grouped by date and show the sender, time, and available delivery status. Use Click to load older messages at the top of the thread when earlier history is available.
The thread supports text and the media captured from the connected channel. Reply previews link back to the original message. Edited messages can expose their original text, deleted messages are marked, and outgoing WhatsApp Business messages show their delivery status when it is available.
Conversation Header Tools
Select the conversation name or avatar to review its channel, type, participants, and any linked leads. The actions menu opens Details & events for a direct conversation, or Events for a group. Direct-conversation details include saved profile attributes; Events shows the conversation timeline.
Que starts with the open conversation as its source. You can add other conversations when a question needs wider context, start a new AI chat, or copy an answer. If the AI Agent is handling the conversation, the header also shows its status and the actions available to pause, resume, or close it.
Message and Reply Actions
Labels appear below the conversation name. Select them to review who or what applied the label, see the reason when AI supplied one, remove it, or choose another available conversation label.
Open a message’s action menu to reply, copy, translate supported text, create a task, or set a reminder. Forwarding sends supported content to a WhatsApp conversation. When an AI Agent log is available for a message, you can review it from the same menu.
Reply controls depend on the channel and your access to that conversation. Where available, the composer supports text, channel-compatible attachments, saved quick replies, and reply context. For WhatsApp Business conversations outside the 24-hour service window, send an approved template instead of a freeform reply.
WhatsApp Business conversations show a phone icon in the header when calling is on for the number. Calls appear in the thread as short notes with any voicemail, recording, or transcript. See Calls.