Getting to know the inbox

Goal. Find your way around the "Inbox": where the conversations from every channel live, how to filter them, and what each mark in the list and the thread means.

Prerequisites. The "View the inbox" permission. For conversations to arrive, an administrator must connect at least one channel in "Settings" › "Integrations"; until then the inbox shows "Messages will arrive here" with the "Connect channels" button.

The three areas

1. Filter panel, on the left. "Collapse panel" reduces it to icons.
2. Conversation list, in the centre, with its status header, tabs and search.
3. Thread, on the right, with the open conversation, its controls and the composer. On a desktop the first conversation in the list opens automatically; when the list is empty it shows "Select a conversation".

Inside the inbox the icon rail on the left disappears to give the conversations the full width; the top bar remains available.

Filter panel

• "Conversations": "All", "Needs reply", "AI on" and "Unidentified", each with its count. "Needs reply" gathers the open conversations whose last message came from the client.
• "Lifecycle": "New lead", "Hot lead", "Payment" and "Customer", plus the stages of open cases.
• "Team": each teammate with the number of open conversations assigned to them.
• "My views": saved views, your own and shared ones.
• "Channels": "All", "Web", "WhatsApp", "SMS", "Instagram", "Email", "Telegram" and "Messenger".
• "Clear filters" returns to the full list.

List header

• The status dropdown switches between "Open", "Pending", "Closed" and "All".
• The "Mine", "Unassigned" and "All" tabs filter by assignee.
• "Search by name…" searches the current list.
• At the bottom, "Conversations per page", the total "N total" and the "Recent" and "Older" buttons.

What each row shows

• The client's photo with the channel badge. An unlinked lead gets a generated avatar.
• The name, in bold when the conversation needs a reply, and the time of the last message.
• The preview of the last message, preceded by an inward arrow if the client wrote it or an outward arrow if it came from the team or the AI agent. A blue dot marks those needing a reply.
• The lifecycle stage, the "AI" badge when the agent is on, "Pending" or "Closed" according to the status, and the assignee's photo.

The thread

The header shows the client's name, linking to their record, their lifecycle stage, the channel, the language and, when relevant, "Pending", "Closed" or "No consent". On the right are the search within the conversation, "Summarize", the call button, the assignee, the AI agent and the "Resolve" button with its menu.

Messages are told apart by colour: the client's in grey on the left; the team's in blue on the right; the AI agent's in light blue with the agent's name; internal notes in amber with the "Internal note" label; system events centred in grey.

On a phone

The list fills the screen. Opening a conversation shows the thread with the "Back to list" arrow, and the "Contact card" button opens the client's context.

Troubleshooting

• The inbox is empty. If it says "Messages will arrive here", channels still need connecting. If it says "No matches for these filters", a filter is active; use "Clear filters".
• "All caught up! No conversations need a reply". That is the normal state of the "Needs reply" view when everything is handled; "See all" shows the rest.
• The "Inbox" entry is missing from the navigation. Your role lacks the "View the inbox" permission.
• A colleague sees notes you do not. Internal notes are only shown with the "View internal notes" permission.