Inbox overview
The Inbox brings conversations from all your bots and channels into one place. It's where operators monitor chats, pick up the ones the bot handed off, and reply to customers — without juggling separate apps.
The three-panel layout#
The Inbox is organized into three columns:
- Contacts — the list of people who've written in, with unread badges so nothing slips through.
- Timeline — the selected contact's history, so you have context before you reply.
- Chat window — the live conversation, where you read messages and respond.
Finding the right chat#
Tabs and filters keep a busy Inbox manageable:
- Tabs — switch between All, In progress and New.
- Search — find a contact by name or email.
- Filters — narrow by status or by bot.
One Inbox, every channel
A conversation looks the same whether it came from Telegram, WhatsApp, Instagram or the web widget — your team works one queue, not one per channel.Context while you reply#
The chat window puts helpful context right next to the conversation:
- User journey — a sidebar of the contact's account status and the actions taken in the chat.
- Suggested knowledge — relevant articles surfaced so you can answer accurately and fast.
For how to actually take over and reply, see Operator takeover.