Unified Inbox

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The Unified Inbox is your command center for all customer conversations. Every message from every channel—Live Chat, WhatsApp, Instagram, Email, and LinkedIn—appears in one place, so you never miss a customer interaction.

Accessing the Inbox

Click Inbox in the left sidebar. This is your primary workspace for handling customer conversations.

Inbox Layout

The Inbox uses a three-pane layout:

Pane Purpose
Left Conversation list with filters and search
Center Message thread and reply composer
Right AI Copilot panel (Assist, Knowledge, Context)

Filtering Conversations

At the top of the conversation list, use the status dropdown to filter:

  • All: Every conversation
  • Open: Active conversations awaiting response
  • Needs Human: Conversations flagged for agent attention

Conversation List Features

Each conversation in the list displays:

  • Customer name or identifier
  • Channel icon (WhatsApp, Instagram, etc.)
  • Preview of the last message
  • Unread message indicator
  • Time since last activity
  • Active viewer indicators (when other agents are viewing)

Pinning Conversations

Pin important conversations to keep them at the top of your list. Pinned conversations appear in a separate Pinned section above the date-grouped list.

Bulk Actions

Enable selection mode to perform bulk actions on multiple conversations:

  1. Click the selection mode toggle
  2. Check conversations you want to act on
  3. Use the bulk action bar to assign, change status, or export

Real-Time Updates

The Inbox automatically updates when:

  • New conversations arrive (you’ll see a toast notification)
  • Customers send new messages
  • Conversation status changes
  • Other agents view or respond to conversations

Agent Collision Detection

When another agent is viewing the same conversation, you’ll see their avatar in the conversation. This helps prevent duplicate responses and improves team coordination.

Message Composer

At the bottom of the center pane, the message composer includes:

  • Rich text input area
  • AI suggestion integration (click to insert Copilot suggestions)
  • Send button
  • Template insertion (if configured)

Best Practices

  1. Start with “Needs Human”: Focus on conversations requiring immediate attention
  2. Use filters: Narrow down by channel or status to manage high volumes
  3. Watch for collision indicators: Avoid responding when another agent is engaged
  4. Pin VIP customers: Keep important conversations easily accessible
  5. Review AI suggestions: Use the Copilot panel to speed up responses