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The Inbox gathers conversations from all your channels. It updates on its own: a new message shows up instantly.

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Views

At the top you can Search by name or phone and filter by Channel and Team. Which conversations you see depends on your role and your teams: see Team and roles.

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Taking, returning and queueing

Above the conversation you see who’s handling it («Handled by …» or «Queued: …» with the reason) and its actions:
  • Take: it becomes yours. The agent stops answering.
  • Back to the agent: the channel’s agent handles it again.
  • To the queue: you let it go so someone else can take it.
If you reply without taking it, you take it anyway: if you reply, you take the conversation and the agent stops answering.

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Replying and leaving notes

At the bottom there are two tabs:
  • Reply: what you write reaches the customer on their channel. You can use Bold and Italic.
  • Internal note: a note for the team; the customer doesn’t see it. Agents leave notes too.
If a message doesn’t go out, it’s marked Couldn’t send. On Instagram, above the box you see until when you can reply: see Instagram.

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Moving a conversation

If your space has teams, pick another one in the conversation’s team selector to pass it on. See Teams.

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Customer and cases

Tap Customer and cases (on a computer it’s always on the right) to see the contact, their Cases, their Other conversations, the agent’s actions and its AI usage. New opens a case by hand: see Cases and contacts.

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Seeing what the agent did

Supervisors, admins and the owner see See what the agent did under each agent reply: the version and model it used, each step (what it thought, which tools it used and what they returned) and the tokens. It helps make sense of an odd reply and tune its instructions.

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Archiving

Archive takes the conversation out of the views; it stays in Archived. If the customer writes again, it comes back.