Working the Inbox

The Inbox is where every conversation lives, whatever the channel. WhatsApp, Instagram, and Messenger threads all arrive in the same list, each marked with its channel, searchable and filterable from the top bar.

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What to check daily

The one metric that should drive your morning is on the Dashboard: Awaiting reply. These are conversations where the last word belongs to a customer and a human is needed. The card shows the count; old unanswered conversations are lost deals, so keep this number at zero.

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AI and human control

Every conversation shows its conversation handler: whether it is being answered by the AI agent or a person. From the conversation view you can:

• Take over and respond manually at any time
• Switch back to Let AI respond when the human moment has passed
• Watch the agent work in real time without intervening

See Human handoff and transfer rules for when this happens automatically.

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Internal notes

Inside a conversation you can write an internal note: a message the contact never sees. Use notes for context on handoffs (“quoted price yesterday, waiting on stock confirmation”) so whoever picks up the thread does not start from zero.

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Assignment and teamwork

On multi-seat plans, conversations can be assigned to a teammate, and unassigned conversations are visible as such. Under Team management you can organize users and teams, and set Assignment rules for how conversations get distributed. Assign transferred conversations quickly: a transfer without an owner is just a slower unanswered message.

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The contact panel

Opening a contact shows the person behind the conversation: their channel identities, origin, funnel stage, owner, and your custom properties, editable in place. Keeping the stage current is what makes your pipeline data useful. See Contacts and funnel stages.