Unified Inbox

Purpose

The Unified Inbox brings all your conversations together in one place — WhatsApp, Telegram, Instagram, LinkedIn, and web chat. You can filter, assign, tag, and respond to messages without switching between platforms.

Who Can Access

Prerequisites

• At least one channel connected
• global_inbox permission to view all conversations (otherwise see assigned only)
• manage_chat permission to perform actions (assign, tag, etc.)

Full Walkthrough

Navigating the Inbox

1. Click Inbox in the sidebar
2. The conversation list shows recent conversations
3. Click any conversation to open it
4. The message thread appears in the center panel
5. Contact details appear in the right panel

Understanding the Conversation List

Each conversation row shows:

• Channel icon — WhatsApp (green), Telegram (blue), Instagram (purple), etc.
• Contact name — Or phone number if no name saved
• Last message preview — Truncated to fit
• Timestamp — Relative time (2m, 15m, 1h, Yesterday)
• Unread indicator — Bold text and/or badge count
• Assignment badge — Shows assigned team member or AI

Filtering Conversations

Click Filters to narrow down the list:

Channel Filter

• All Channels
• WhatsApp only
• Telegram only
• Instagram only
• LinkedIn only
• Web Chat only

Status Filter

• All
• Unread — Has unread messages
• Open — Active conversations
• Closed — Resolved conversations
• Archived — Archived conversations

Assignment Filter

• All
• Assigned to me
• Unassigned
• Assigned to AI
• Assigned to team member name

Tag Filter

• Select one or more tags to filter by

Using Search

1. Click the search icon or press Cmd/Ctrl + F
2. Type to search:
   • Contact name
   • Phone number
   • Message content
3. Results update in real-time
4. Click a result to open the conversation

Composer & Sending Messages

Text Messages

1. Click in the message input field
2. Type your message
3. Press Enter or click Send

Formatting Options

• Line breaks: Shift + Enter
• Bold: Not supported in WhatsApp format (send as plain text)
• Emojis: Click 😀 icon or use emoji keyboard

Sending Media

1. Click the attachment icon (📎)
2. Choose media type:
   • Image — JPG, PNG, GIF (max 10MB)
   • Video — MP4, MOV (max 16MB)
   • Document — PDF, DOC, etc. (max 20MB)
   • Voice Note — Record directly
3. Select file from your device
4. Add optional caption
5. Click Send

Quick Replies

If configured, access saved responses:

1. Type / to trigger quick reply menu
2. Select from saved templates
3. Edit if needed before sending

Assignment System

Assigning to Team Member

1. Open a conversation
2. In the right panel, find Assigned to
3. Click to open assignment dropdown
4. Select a team member
5. Assignment is saved immediately

Assigning to AI

1. Open a conversation
2. Find Assigned to
3. Select AI Agent
4. Choose which AI agent (or use default)
5. AI will handle responses until reassigned

Unassigning

1. Open a conversation
2. Find Assigned to
3. Select Unassigned
4. Conversation returns to general queue

Tags

Adding Tags

1. Open a conversation
2. In the right panel, find Tags
3. Click + Add Tag
4. Select existing tag or create new
5. Tag is applied immediately

Removing Tags

1. Click the X on any tag
2. Tag is removed immediately

Creating Tags

1. Click + Add Tag
2. Type a new tag name
3. Press Enter or click Create
4. Choose a color for the tag
5. Tag is created and applied

Tag Colors

Available colors: Red, Orange, Yellow, Green, Blue, Purple, Pink, Gray

Notes

Adding Notes

Notes are internal — contacts cannot see them:

1. Open a conversation
2. In the right panel, find Notes
3. Click + Add Note
4. Type your note
5. Click Save

Editing Notes

1. Find the note
2. Click the edit icon
3. Modify the text
4. Click Save

Deleting Notes

1. Find the note
2. Click the delete icon
3. Confirm deletion

Conversation Actions

Forward Message

Forward a message to another contact:

1. Hover over a message
2. Click Forward (arrow icon)
3. Select destination contact(s)
4. Add optional note
5. Click Forward

Clear Conversation

Remove all messages from a conversation:

1. Click ••• in conversation header
2. Select Clear Conversation
3. Confirm: "This will delete all messages"
4. Click Clear

Close Conversation

Mark a conversation as resolved:

1. Click ••• in conversation header
2. Select Close Conversation
3. Conversation moves to Closed filter

Reopen Conversation

1. Filter to show Closed conversations
2. Open the conversation
3. Click Reopen or send a message

Archive Conversation

Remove from active view while preserving history:

1. Click ••• in conversation header
2. Select Archive
3. Conversation moves to Archived filter

Field & Control Glossary

Conversation List

Message Composer

Right Panel

Statuses & Badges

Conversation Status

Message Status (Outbound)

Channel Indicators

Nested Screens

Contact Details Panel

┌─────────────────────────────────────────────────────────────────┐
│ Contact Details                                             [X] │
├─────────────────────────────────────────────────────────────────┤
│                                                                  │
│ 👤 Sara Hassan                                                  │
│    +966 50 123 4567                                             │
│    [email protected]                                               │
│                                                                  │
│ Channel: WhatsApp                                               │
│ Created: Jan 15, 2026                                           │
│ Last Contact: Today, 10:32 AM                                   │
│                                                                  │
│ Custom Fields                                                    │
│ ┌─────────────────────────────────────────────────────────────┐ │
│ │ Company: Acme Corp                                          │ │
│ │ VIP: Yes                                                    │ │
│ └─────────────────────────────────────────────────────────────┘ │
│                                                                  │
│ [View Full Profile]  [Edit Contact]                              │
└─────────────────────────────────────────────────────────────────┘

Forward Message Modal

┌─────────────────────────────────────────────────────────────────┐
│ Forward Message                                             [X] │
├─────────────────────────────────────────────────────────────────┤
│                                                                  │
│ Select recipients:                                              │
│ ┌─────────────────────────────────────────────────────────────┐ │
│ │ 🔍 Search contacts...                                       │ │
│ └─────────────────────────────────────────────────────────────┘ │
│                                                                  │
│ ☑ Ahmed Al-Qahtani — +966 50 234 5678                          │
│ ☐ Noura Al-Rashid — +966 50 345 6789                           │
│ ☐ Faisal Al-Otaibi — +966 50 456 7890                          │
│                                                                  │
│ Add note (optional):                                            │
│ ┌─────────────────────────────────────────────────────────────┐ │
│ │ FYI - see this message from Sara                            │ │
│ └─────────────────────────────────────────────────────────────┘ │
│                                                                  │
│                              [Cancel]  [Forward]                 │
└─────────────────────────────────────────────────────────────────┘

How It Connects

Limits & Plan Behavior

Message History

Conversation Limits

Troubleshooting

Messages Not Appearing

Symptoms: Sent messages don't show in inbox

Solutions:

1. Check channel connection status
2. Refresh the page
3. Verify global_inbox permission
4. Check if conversation is archived

Cannot Send Messages

Symptoms: Send button doesn't work or shows error

Solutions:

1. Check channel is connected
2. Verify contact has valid phone/handle
3. Check message isn't too long (channel limits apply)
4. Try refreshing the page

Search Not Finding Messages

Symptoms: Search returns no results for known content

Solutions:

1. Search is limited to recent history (plan-based)
2. Try different search terms
3. Check spelling
4. Use filters to narrow scope first

Assignment Not Saving

Symptoms: Assignment reverts or doesn't stick

Solutions:

1. Check manage_chat permission
2. Verify team member is active
3. Clear browser cache
4. Try a different browser

Media Won't Send

Symptoms: Attachment fails to upload or send

Solutions:

1. Check file size limits
2. Verify file format is supported
3. Try a smaller file
4. Check internet connection
5. Some channels have media restrictions

Keyboard Shortcuts

Best Practices

Inbox Organization

• Use tags consistently across your team
• Close conversations when resolved
• Archive old conversations regularly
• Use notes for internal context

Response Quality

• Respond within business hours
• Use quick replies for common questions
• Always verify contact information before sensitive info
• Include team member name in sign-off if desired

Team Collaboration

• Assign conversations promptly
• Add notes when handing off
• Use tags to indicate priority
• Check unassigned queue regularly

Related Articles

• Connect WhatsApp
• AI Agents
• AI Reply Settings
• Team Members & Permissions
• Messages API