Inbox
The inbox is one stream across every connected channel. WhatsApp, Facebook, Instagram, Telegram, Email, and the embedded web-chat widget all land in the same list, with the channel icon in the corner.
Three-pane layout
- Left — the conversation list. Filtered by tab (My / Open / Unassigned / All) + per-channel + per-tag filters.
- Middle — the active conversation’s messages, the composer.
- Right — the contact panel (name, phone, tags, notes, custom fields, attached account).
The right panel collapses on small screens; toggle via the icon in the conversation header.
What an agent does here
Day-to-day operations:
- Triage — pick up unassigned conversations
- Reply — text, saved replies, templates, media, location
- Assign / Transfer — to another agent or a team
- Close / Reopen — when a conversation is resolved
- Tag — apply tags for segmentation + later broadcast/drip targeting
- Note — write internal notes the customer doesn’t see
- Set status — OPEN → PENDING → RESOLVED → CLOSED
Real-time behaviour
Every message + status change pushes via WebSocket. Two agents looking at the same inbox see the same updates within ~50ms. Typing indicators + presence dots are optional (configurable in Chat policies).
No agent assigned to a conversation means anyone with chat.reply permission can
take it. Once an agent assigns themself (or another agent), the conversation moves to
the assignee’s “My” tab.
Next: dive in by surface
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