Inbox: read and reply to conversations
Use the unified Inbox to read customer messages, reply yourself, turn the AI assistant on or off, translate and manage conversations.
The Inbox shows every conversation from every connected channel in one place, in real time.
Open it
- Web: sidebar > Inbox.
- Mobile: Inbox tab. Channel chips: All, Webchat, WhatsApp, Instagram, with the Inbox views below.
Read and reply
- Choose a conversation from the list. Unread conversations show a New indicator or an unread count. Only unread customer messages contribute to this count; outgoing replies, internal notes and blocked messages do not.
- Read the messages. Messages from the assistant are labelled Assistant.
- To reply yourself, first turn the assistant off for that conversation (switch Disable assistant on web; the AI assistant switch on mobile). While the assistant is on, the message box is disabled and says "AI is replying - turn off to send a message".
- Type your message and choose Send.
Turn Enable assistant back on to let the assistant resume that conversation.
Search, sort and filter (web)
Use Search conversations..., sort by Date or Name, filter to Unread, Mark all as read, Refresh conversations, and Load More for older ones.
Inbox views and automation history
The web and mobile Inbox both offer these views. Each view can be combined with search, the unread filter (web) and the channel chips (mobile), and older results load page by page:
| View | What it shows |
|---|---|
| All conversations | Your conversations, including automatic DMs that have not received a reply |
| Needs attention | Customer messages without a successful reply, plus open human handoffs |
| Human handoff | Open human support requests: requested or taken over, not yet resolved |
| AI paused | Conversations where the assistant is turned off, with or without a handoff |
| Has lead | Conversations whose customer is a lead (not just a contact) |
| Automation history | Conversations with saved replies attributed to an automation |
| Waiting for customer | Conversations whose latest processed customer-facing turn is a successful automation reply |
| Active flows | Conversations with an active flow that has not expired |
Human handoff and AI paused are different: a customer can ask for a person while the assistant is still answering, and a resolved handoff can leave the assistant paused.
Needs attention is separate from unread status: a successful reply can remove a conversation from that view while the customer's message is still unread. Opening a conversation marks it read; it does not resolve a human handoff.
Automation messages show Automation and the automation name. An uncertain delivery is labelled Delivery uncertain. The web and mobile history use the same attribution. Original public comments are not listed as chat messages, and there is no comment-management page. See Instagram comment automations.
Flow messages and files
In both the web and mobile Inbox, new flow replies show their text, images, cards, carousel cards and button labels. Scroll across a carousel to see its other cards. Flow options are shown for reference; customers choose them in their own chat. URL buttons open the linked page without advancing the customer's flow.
On mobile, tap an image attachment to open a larger preview, then choose Dismiss to return to the conversation. Documents, audio and video attachments open through your device browser. An unavailable attachment shows Attachment unavailable.
Older flow messages that were saved as plain text keep their original text appearance. The Inbox preview shows the flow content, while the customer's channel may display fewer buttons or numbered text options. See DM flows.
Customer details and summary
The side panel (Show lead details on the web, Details on mobile) shows the conversation Summary and the customer's saved record under Customer:
- Their name, email, phone and any extra details the assistant collected. Missing details stay empty.
- Contact or the lead's stage, such as New or Won.
- Edit details (web) to correct the name, email or phone. The change applies everywhere the customer appears.
- Convert to lead with a short reason when the customer asked to buy, for a quote, a consultation or a booking.
- For leads on the web: Source, Why this is a lead, and the sales tools (stage, owner, follow-up, internal notes, timeline). On mobile, open the customer to use them.
See Leads and contacts.
Translate (web)
Choose Translate Conversation and pick a language to translate messages, or use Translate Message to translate one message you are writing. Real-time translation depends on your plan (it is included in Pro and Enterprise). See Plans, usage and billing.
Delete
Choose Delete Conversation from the menu and confirm. This cannot be undone. The customer's saved details and lead stage are kept.
Human support requests
When a customer needs a person, the conversation shows a status bar with Take over, Resolve and Return to AI (web). See Human handoff.
Blocked messages
Messages stopped by Message Guard still appear in the conversation as "Blocked" cards but do not use your assistant.
Tips
- Turn the assistant off only for the conversations where you want to take over; leave it on for the rest.
- Use the unread filter at the start of each day.
Troubleshooting
- "Cannot send: assistant on": turn the assistant off for that conversation first.
- Offline (mobile): the app shows saved data. Messages send once you are back online.
Limitations
- The mobile app does not include translation, conversation deletion or the handoff buttons; use the Console.
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