Inbox
Open in the app: Inbox (opens in a new tab)
Inbox helps your team manage customer conversations in one place.
What you can do in Inbox
- View all incoming conversations in a live-updating list
- Search conversations by customer name or phone number
- Filter by assignee (agent/AI/unassigned) and lifecycle stage
- Open a conversation and reply directly from chat
- Add internal notes for your team
- Reassign conversations or update lifecycle stage
- Start a new conversation manually
- Open customer details and conversation details side by side
Inbox layout
Desktop
Inbox is split into three sections:
- Conversation list on the left
- Chat panel in the center
- Details panel on the right (shows customer and conversation details)
Mobile
Inbox is optimized into separate views:
- Conversation list
- Chat
- Details
Use the bottom navigation to switch between these views.
Working with the conversation list
- Newest customer activity appears first
- Use the search bar to find a conversation quickly
- Use Assigned to focus on:
- All conversations
- Unassigned conversations
- Conversations assigned to you
- Conversations assigned to another agent or AI
- Use Life Cycle to filter by stage (or "Not set")
Conversations are automatically closed after 24 hours. If you need to message a customer after the 24-hour window, the system will ask you to send a template message first. If you want to change this behavior, update it from the General Settings (opens in a new tab) page.
Working in chat
Inside a conversation, you can:
- Send messages to the customer
- Reply to a specific earlier message
- Add internal notes (visible to your team, not customers)
- Load older messages when needed
If a conversation is closed/ended, sending new messages is disabled.
Using the Details section
When you select a conversation, the Details panel helps you manage customer and conversation context without leaving Inbox.
Client info
Client info shows key customer profile details such as:
- Name and contact information
- Basic profile data saved for that customer
Use this area to quickly confirm who you are speaking with.
Client tags
Client tags help classify the customer (for example, segment, priority, language, or any custom label your workspace uses).
- Add tags to make future filtering and handoffs easier
- Remove tags when they are no longer relevant
Conversation details
Conversation details focus on the currently open conversation, such as assignment and lifecycle context.
- View conversation-specific metadata
- Track who owns the conversation
- Review the current lifecycle/stage
Conversation tags
Conversation tags describe the current conversation (not the client overall).
- Use them to label the case/topic
- Keep reporting and follow-up workflows organized
- Update tags as the conversation progresses
Assignment and lifecycle actions
From conversation actions, you can:
- Assign or unassign a conversation
- Assign to another teammate (or AI, if enabled)
- Change the conversation lifecycle stage
- End the conversation (based on your permissions and ownership)
Starting new conversations
You can start a new conversation from Inbox using the add/start button.
Access notes
If you cannot access Inbox, you may not be configured as an agent in the workspace.
- Workspace admins/owners can assign agents from management settings.
- Other users may need an admin to grant access.