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The Inbox is where your team reads and answers everything customers send you. WhatsApp messages, Instagram DMs and website chats land in the same list, against the same contacts, with the channel marked on every row.

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The three panes

1

The conversation list

Every conversation in the workspace. Views, filters, search, the row menu and bulk actions live here.
2

The thread

The messages and private notes, the header controls — resolve, owner, AI pause, pin, snooze — and the composer.
3

The contact panel

The person you are talking to: details, tags, segments, deals, shared files and notes. Hide or show it with the panel button at the right of the thread header; the choice is remembered on that device.
On a screen narrower than a laptop the list and the thread take turns: opening a conversation replaces the list, and the back arrow in the header returns to it. There is no room for the contact panel, so tap the contact’s name in the thread header and the same panel slides in as a sheet.

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Views

Four tabs at the top of the list decide whose conversations you see. Under the tabs, a switch picks the status — Open, Pending, Resolved or All — and Unread narrows to conversations with unread customer messages. Pinned conversations sit at the top of every view except Snoozed, most recently pinned first. While you are searching, results are in plain date order. A pin is shared by the whole team.

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Filters

The filter button beside the search box holds the rest. The button shows how many filters are on. Contact tags only appears when the workspace has tags, and Company only when a loaded contact has a company. An active channel, tag or company shows as a removable chip under the controls, with Clear all beside it. Reset filters in the menu clears them too. Views, status, unread, channel and sort apply to the whole workspace, not just the rows already on screen, so Pending finds a pending conversation from last month as readily as one from this morning. The tag and company filters narrow what has been loaded, and the list keeps fetching further pages as you scroll so older matches still turn up. Your view, status, unread, channel and sort choices are remembered in this browser, so the Inbox opens the way you left it. The search box — Search name, phone or message — looks across the whole workspace. It matches the contact’s name, email, company and Instagram handle, the phone number (from three digits), and the text of the conversation’s last message. Search combines with the view and filters you have on.
The conversation you have open stays in the list even after it stops matching — resolve it while viewing Open, or snooze it, and the row stays put until you move on. A row disappearing from under your cursor would look like a crash.
To search inside one conversation instead, use the search button in the thread header. See Working a conversation.

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What a row tells you

  • The channel — a small WhatsApp, Instagram or globe glyph on the corner of the avatar.
  • Time — the clock for today, then Yesterday, then a weekday, then a date.
  • The preview — the last message, with a reply arrow when the last word was yours. If you have an unsent reply in that conversation, the preview reads Draft: and shows it instead.
  • Unread count — a badge. Only messages from the customer count; your own replies and AI replies never do.
  • A pin — next to the name when the conversation is pinned.
  • Waiting — how long the customer has been waiting for a reply, such as Waiting 2h. It turns amber after an hour and red after 20 hours, as the 24-hour window runs down.
  • Snoozed until — instead of the waiting badge, while a conversation is snoozed.
  • Status — a Pending or Resolved pill, shown when the status switch is on All.
  • Tags — the first two of the contact’s tags, then +N.
  • Owner — the initials and name of the teammate who owns it, or You.
  • A teammate is in here — a small people glyph when somebody else has the conversation open. See Working a conversation.
The list loads 30 conversations at a time and fetches the next page as you scroll. At the end of a long list it says That’s everything in this view. When nothing matches, the empty list offers Show all conversations to clear the view, status, filters and search in one go.

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Live updates

The Inbox is realtime: new messages, notes, status changes, pins and assignments appear without a refresh, on everyone’s screen. Delivery and read receipts update the ticks on your sent messages in place. While the tab is open, the list also refreshes quietly every five minutes, which is how a snoozed conversation whose time has come reappears without a reload. If the live connection drops, a strip appears above the panes — “Live updates are disconnected — new messages may not appear. Reconnecting…”. It reconnects by itself. Refresh conversation in the thread header’s ⋯ menu refetches both panes at any time. Coming back to a tab you left for a while refetches quietly, keeping the rows on screen rather than blanking them. A quick switch to another tab and back does not refetch at all. A separate banner appears when WhatsApp is not connected for the workspace: “WhatsApp® is not connected. Go to Settings to connect your account.”

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Where to next

Working a conversation

Resolve, assign, pin, snooze, private notes, bulk actions and the contact panel.

Sending messages

The composer, formatting, media, templates, products, payment links and delivery ticks.

Keyboard shortcuts

Move between conversations, resolve and write without the mouse.

Canned replies

Saved answers your team drops in by typing a shortcut.

Notifications

What alerts you, where, and the sound and desktop options.