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Overview

The inbox is where you talk with your contacts. Every reply a customer sends lands here, linked to their contact record, so you, your team, and your AI Employees can respond from one place. Open it from Inbox in the sidebar (/inbox).
Time to complete: ~5 minutes  ·  Difficulty: Beginner

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Layout

The inbox has three panels:
  • Left — the conversation list, with search, filters, sort, and a Pinned section.
  • Middle — the conversation thread and message composer (where you type).
  • Right — the contact’s details, tags, opt-out status (whether they’ve asked to stop receiving messages), notes, and the AI assistant control.
Tabs above the list filter by All, Unread, Read, and Archived.

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Work a conversation

1

Open a conversation

Click a conversation. It’s marked read automatically.
2

Reply

Type in the composer and send (Enter to send, Shift+Enter for a new line). Insert a quick message (a saved reply) by typing /.
3

Add an internal note

Switch to note mode to leave a private note for your team — not visible to the contact. Notes support attachments.
4

Assign, pin, or archive

Use the thread header to assign the conversation to a teammate, pin it, or archive it when you’re done.

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Channels

Conversations can span SMS, WhatsApp, and email. Each channel (the way a message travels) shows as a tab in the thread. SMS shows a character counter and how many text segments (160-character parts) the message uses. Sending is blocked when the contact is opted out, the conversation is archived, or there’s no connected number.
The email composer is read-only for now — email sending from the inbox is coming in a later release.

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WhatsApp conversations

Inbound WhatsApp messages appear on the contact’s WhatsApp channel tab once the WhatsApp channel is connected. A reply from the contact opens a 24-hour window (WhatsApp’s rule: you can message freely for 24 hours after their last message):
  • While it’s open, the composer shows You can reply normally and you can send text (up to 4,096 characters) and attachments.
  • When it’s closed, the composer is blocked with Use an approved WhatsApp template to start this message. Click Choose a template, pick an approved template (previewed with the contact’s details), and click Send template.
  • A contact who replied STOP on WhatsApp shows This contact has opted out of WhatsApp. Sending is disabled — templates can’t override that.

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Compose a new WhatsApp message

Click the Message composer button above the conversation list and choose WhatsApp (it appears only when the channel is connected). In Compose WhatsApp, add up to 50 existing contacts under To, write a Message, and click Send. One message goes to each contact, and each lands in its own conversation. If any recipient’s window is closed, the panel switches to a Template picker; you can also switch manually with Send a template instead. Opted-out contacts are listed so you can Remove them before sending.
WhatsApp compose accepts existing contacts only (no typed-in numbers) and can’t be scheduled.

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Schedule a message

Use the send button’s dropdown to schedule a message for later. Scheduled messages appear in a panel where you can reschedule, send now, or cancel them.

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AI Employee

In the contact panel, the AI Employee card lets you Assign an AI Employee to handle the conversation, Take over to reply yourself, or Resume AI. Use the composer’s AI Autopilot menu to switch between Auto-send and Draft & approve (the AI writes a draft and you Edit or Approve & Send each reply). AI-authored replies are labeled with the employee’s name.

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See updates as they happen

The inbox updates live — new messages, status changes, assignments, and notes appear instantly for your whole team without refreshing.

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FAQ

Use Archive — it moves the conversation to the Archived tab and stops replies. Reopen it anytime.
Yes — open Filters and set Assigned to → Me. You can also filter by channel, tags, and date.
Email replies from the inbox aren’t enabled yet. Email campaigns still send normally.
No — quick messages are plain text. See Quick messages.

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Troubleshooting

Check that the contact isn’t opted out, the conversation isn’t archived, and you have a connected number for the channel.
In Auto-send mode, sending a reply yourself pauses the AI (shown as Human controlled). Use Resume AI to hand it back. See AI Employees.
The contact’s 24-hour window has closed. Use Choose a template to send an approved template, or wait for the contact to message you again. See WhatsApp.

Add AI to your inbox

Let an AI Employee handle replies.