Conversation Inbox

The inbox is your central hub for managing all customer conversations. It’s designed for agents to quickly find, read, and respond to messages.

Inbox Layout

The inbox has three main areas:

Conversation List (Left Panel)

A scrollable list of all conversations, showing:

• Customer name and avatar
• Last message preview
• Timestamp of the last message
• Channel indicator (WhatsApp)
• Unread message badge

Click a conversation to open it in the main panel.

Conversation View (Center Panel)

The full message history with the selected customer:

• All sent and received messages in chronological order
• Message status indicators (sent, delivered, read)
• Media attachments (images, videos, documents)
• The message input area at the bottom

Customer Context (Right Panel)

Contact details for the selected customer:

• Name and phone number
• Tags and segments
• Custom attributes
• Notes

Finding Conversations

• Search — Search conversations by customer name or message content
• Filter — Filter by status (open, closed), assignment, or channel
• Sort — Sort by most recent activity or oldest first

Conversation Actions

• Assign — Assign a conversation to a specific team member
• Close — Mark a conversation as resolved
• Reopen — Reopen a closed conversation