Inbox
Instagram, WhatsApp and web form messages on one screen. Watch the bot, take over a conversation, assign it to a teammate.
Inbox
InstagramHi, which colours does this bag come in?
It comes in black, tan and cream 😊
Could you hold the cream one for me?
Conversation assigned to Mark
Holding it now — could you send your address?
What It Does
The Inbox gathers conversations from every channel in one list. Each conversation shows the customer's messages, the bot's replies and what your team wrote, in order.
Usage
- Open the Inbox from the panel's left menu.
- Narrow the list with the filters at the top: channel, status (open / closed), AI status (handled by AI / manual reply / web form) and all / Assigned to me / Unassigned.
- Search by contact name or message with the search box.
- Open a conversation; reply from the composer and change the bot's behaviour for this chat with the reply mode picker.
- Assign the conversation to a teammate, or take it yourself with I'll take it.
How It Works
The top of each conversation shows whether the bot is on or off, who is responsible and — if Conversation stages is on — which step it's at. If the bot gives a wrong answer, use Report wrong answer to correct it. See Correcting a wrong answer.
To bring in older messages from before the connection, use the past messages import option in the conversation.
Limits and Things to Know
- On Instagram and WhatsApp, free-form messages can't be sent more than 24 hours after the customer's last message.
- If there's a problem with an account connection, the conversation screen shows a warning and takes you to Settings › Accounts.
- Contacts who came in through a web form aren't messaged from the panel; use the contact options on their card.
Frequently Asked Questions
- Can I write while the bot is in the conversation?
- Yes, at any time. If you want the bot to stay quiet in that chat, choose Bot off in the reply mode picker.
- Can I see only conversations assigned to me?
- Yes. Use the Assigned to me filter. If distribution is on, team members already see only conversations assigned to them.
- What happens when my message quota runs out?
- The bot stops replying automatically; you can keep replying manually from the Inbox.
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