The Inbox is where conversations from every channel arrive in one place. WhatsApp, Instagram, Messenger, TikTok, email and your website chat all land here, handled by the same agent and the same team.
How the page is laid out
Three columns:
- Left, the list of conversations, with views and status tabs above it.
- Middle, the conversation you have open.
- Right, details about the customer, shown once a conversation is open.
With nothing selected, the middle shows a prompt to pick a conversation.
The AI handles most of it
Your AI agent answers on its own. Conversations only need a person when the AI cannot help, or when someone on your team decides to step in.
That shapes how you use the inbox. Rather than working through everything, you work through what needs a human, which is what the status tabs are for.
What you can do here
- Read any conversation and its full history
- Take one over from the AI and reply yourself
- Leave an internal note for colleagues
- Mention a teammate to pull them in
- Assign, close and prioritise conversations
- Insert a saved reply instead of typing it again
Replying needs a paid plan
On the free plan the inbox is read only. You can open conversations and read everything, but replying, noting, assigning and closing all need a paid plan.
This is worth knowing early, because the inbox looks fully functional on Free until you try to write something.
Frequently asked questions
Is there one inbox per agent?
Yes. Each customer service agent has its own inbox.
Do I need to reply to everything?
No. The AI handles what it can, and the tabs show you what is waiting on a person.
Can I use it on my phone?
There is a mobile app, and the inbox shows a code for getting it.