Working the Inbox

The Inbox is where every conversation lives, whatever the channel. WhatsApp, Instagram, Messenger, and website chat threads all arrive in the same list, each marked with its channel, searchable and filterable from the top bar. Two tabs split the list by state: Active (the conversation is still open) and Finished (resolved or closed). The list shows one row per contact. Opening it shows their full history on that channel as a single thread. Past conversations are stitched together with clear session markers, so you scroll back through everything that was ever said instead of hunting for an older conversation. When your workspace has more than one account on a channel (say, two WhatsApp lines), the top of the chat says which line the conversation belongs to. The same Inbox is in the Ciarem mobile app, with push notifications for the conversations assigned to you. See Inbox on mobile. WhatsApp voice calls ring here too when calling is enabled on the line. See Calls in the Inbox.

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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, either waiting for the customer’s next message, or with Reply now, which has the AI immediately answer the last message received
• Watch the agent work in real time without intervening

See Human handoff and transfer rules for when this happens automatically. The conversation timeline marks key moments along the way (when the AI took over, when it transferred to a person), and a typing indicator shows when the agent or a teammate is composing a reply. Links in messages are clickable and show a preview card with the page’s title and image, as in WhatsApp.

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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 into teams, label conversations with tags, and set Assignment rules for how conversations get distributed. Assign transferred conversations quickly, so nobody is left waiting. See After the handoff.

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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.