Using the Unified Inbox

One Inbox for All Channels

The Unified Inbox consolidates all incoming messages — SMS replies, WhatsApp conversations, and chatbot interactions — into a single view. No more switching between apps.

Accessing the Inbox

Click Inbox in the sidebar. The inbox requires the Inbox channel to be enabled (Settings > Channels).

Inbox Layout

• Conversation List — Left panel showing all active conversations sorted by most recent
• Message Thread — Center panel showing the full conversation history
• Contact Details — Right panel with contact info, tags, and notes

Replying to Messages

• Click any conversation to open the thread
• Type your reply in the message composer at the bottom
• The reply is sent via the same channel the customer used (SMS or WhatsApp)
• Use Magic Write to draft AI-assisted replies

Managing Conversations

• Resolve — Mark a conversation as handled (moves to Resolved tab)
• Star — Flag important conversations for follow-up
• Assign — Route to a team member (multi-user accounts)
• Tag — Categorize conversations (e.g., "Support", "Sales", "Billing")

AI Auto-Reply

Enable AI auto-reply to handle common questions automatically:

• Go to Settings > AI & Automation
• Toggle on Auto-Reply
• The AI uses your Knowledge Base content to answer questions
• Unanswered questions are escalated to your inbox for human follow-up

Channel Indicators

• Each conversation shows an icon indicating the channel (SMS, WhatsApp, Web Chat)
• Filter by channel using the dropdown at the top of the conversation list