> ## Documentation Index
> Fetch the complete documentation index at: https://docs.autocampaign.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Unified inbox

> Manage every conversation across channels in one place, with AI assist and team collaboration.

## Overview

The inbox is where you talk with your [contacts](/getting-started/glossary#contact).
Every reply a customer sends lands here, linked to their contact record, so you,
your team, and your [AI Employees](/automation/ai-employees) can respond from one
place. Open it from **Inbox** in the sidebar (`/inbox`).

<Info>
  **Time to complete:** \~5 minutes  ·  **Difficulty:** Beginner
</Info>

## 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](/getting-started/glossary#tag),
  [opt-out](/getting-started/glossary#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**.

## Work a conversation

<Steps>
  <Step title="Open a conversation">
    Click a conversation. It's marked read automatically.
  </Step>

  <Step title="Reply">
    Type in the composer and send (Enter to send, Shift+Enter for a new line). Insert
    a [quick message](/campaigns/quick-messages) (a saved reply) by typing `/`.
  </Step>

  <Step title="Add an internal note">
    Switch to **note** mode to leave a private note for your team — not visible to the
    contact. Notes support attachments.
  </Step>

  <Step title="Assign, pin, or archive">
    Use the thread header to **assign** the conversation to a teammate, **pin** it, or
    **archive** it when you're done.
  </Step>
</Steps>

## Channels

Conversations can span **SMS**, **WhatsApp**, and **email**. Each
[channel](/getting-started/glossary#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.

<Note>
  The email composer is read-only for now — email sending from the inbox is coming
  in a later release.
</Note>

## WhatsApp conversations

Inbound WhatsApp messages appear on the contact's **WhatsApp** channel tab once the
[WhatsApp channel](/channels/whatsapp) 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](/getting-started/glossary#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.

### 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.

<Note>
  WhatsApp compose accepts existing contacts only (no typed-in numbers) and can't be
  scheduled.
</Note>

## 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.

## AI Employee

In the contact panel, the **AI Employee** card lets you **Assign** an
[AI Employee](/automation/ai-employees) 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.

## See updates as they happen

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

## FAQ

<AccordionGroup>
  <Accordion title="How do I 'close' a conversation?">
    Use **Archive** — it moves the conversation to the Archived tab and stops replies.
    Reopen it anytime.
  </Accordion>

  <Accordion title="Can I filter to just my conversations?">
    Yes — open **Filters** and set **Assigned to → Me**. You can also filter by
    channel, tags, and date.
  </Accordion>

  <Accordion title="Why can't I send an email reply?">
    Email replies from the inbox aren't enabled yet. Email campaigns still send
    normally.
  </Accordion>

  <Accordion title="Can quick messages fill in details like a first name?">
    No — quick messages are plain text. See [Quick messages](/campaigns/quick-messages).
  </Accordion>
</AccordionGroup>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Why can't I send a reply?">
    Check that the contact isn't opted out, the conversation isn't archived, and you
    have a connected number for the channel.
  </Accordion>

  <Accordion title="Why did the AI stop replying?">
    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](/automation/ai-employees).
  </Accordion>

  <Accordion title="Why can't I type a WhatsApp reply?">
    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](/channels/whatsapp).
  </Accordion>
</AccordionGroup>

<Card title="Add AI to your inbox" icon="user-robot" href="/automation/ai-employees">
  Let an AI Employee handle replies.
</Card>