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Inbox overview

The Inbox has three columns: filters, the contact list, and the conversation.

Contact list​

Each row shows the contact, their channel icons, the last message, a time, and an unread count. Contacts are sorted by most recent activity. The Archived toggle shows conversations that were closed and archived.

Conversation​

Messages from the customer are on the left, the AI (Agent) and your team (Admin, with the teammate's name) on the right. Under an AI reply, Sources lists the knowledge used.

A contact who writes on several channels has one record. The conversation shows the channel they were most recently active on; the header lets you switch to another channel the same person used.

Replying​

  • Enter sends, Shift+Enter adds a line. Bold, italic and strikethrough are converted to each channel's own formatting.
  • Attach images and files with the paperclip.
  • Snippets insert saved replies.
  • The sparkle button asks the AI for a suggested reply you can edit before sending.
  • Toggle Note to write an internal note instead of a message. See Notes and mentions.

Closing a conversation​

Close from the header when the matter is done, choosing a reason (resolved, no response, spam, duplicate). Reasons feed the Reports. A customer feedback request can be sent on close.

Browser tab and notifications​

New messages play a sound (configurable: always, only when the tab is in the background, or never), show a toast, and badge the browser tab title and favicon with the unread count.