Unified Inbox

The Unified Inbox is where your agents do their day-to-day work. Every customer conversation — across WebChat, WhatsApp, Facebook Messenger, Facebook Comments, Instagram (DMs & comments), Email and your mobile app — lands in one shared workspace, so an agent never has to switch tools or tabs. From here they pick up conversations, read the full history, reply in the customer's own channel, collaborate with teammates, and resolve — with a complete Customer 360 profile alongside every conversation.

You reach it from Service Desk → Unified Inbox in the left navigation sidebar.

The screen is organised into three panes: the conversation list (left), the conversation thread with the reply composer (centre), and the Customer 360 panel (right).

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What it does: The conversation list shows a single queue across every connected channel. Each row shows the customer's name, the source channel (by icon), a preview of the last message, the assignee, a timestamp, the status, and an unread-message count. You narrow the list with the status and channel filters, or jump straight to a specific message with search.

How to use it:

1. Use the status filter at the top of the list to choose a view. Filters are grouped so you can see everything you have access to or just your own work — All Assigned / My Assigned, All Snoozed / My Snoozed, All Resolved / My Resolved, alongside All Conversations, All Unassigned and With Bot. Which views you see depends on your role — agents see the ones relevant to their own conversations.

2. Use the channel filter (Any Channel) to focus on one or more channels — it is a multi-select, grouped by platform (Facebook, WhatsApp, Email, WebChat, Instagram…).

3. Select Show Older Conversations to load conversations from beyond the recent history window when you need to go further back.

4. Use Search to find conversations by message text or contact (see below).

5. Select a conversation to open it in the centre pane.

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What it does: The search panel finds conversations either by message text or by contact, optionally narrowed to a date range. Search covers the full message history, so an exact phrase or keyword returns every conversation that matches it.

How to use it:

1. Open the search panel (the magnifier at the top of the list) and choose the Messages or Contacts tab.

2. Type your query, and optionally pick a quick date range — Today, Yesterday, Last week — or a custom range.

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What it does: The conversation thread shows the entire journey in one timeline — customer messages, AI agent replies and human agent responses together, with system events shown inline (AI hand-over, queueing, an agent joining, resolution, and similar), so the full context is always visible. The header shows the customer, the source channel and the owning workgroup, and lets you copy a shareable link to the conversation. Voice messages sent by the customer can be played back in place.

How to use it:

1. The header shows the customer name, the channel badge (e.g. the page or number the message came in on) and the workgroup; use the copy-link icon to share the conversation.

2. Read the thread top-to-bottom — bubbles are colour-coded by sender, and grey separators mark system events and dates.

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What it does: Once you've joined a conversation, the composer lets you reply to the customer in their own channel, collaborate privately with teammates, and keep internal context — all without leaving the conversation.

How to use it:

1. Reply — write back to the customer in their channel.

2. Whisper — message another agent privately inside the conversation, hidden from the customer.

3. Notes — add internal notes to the conversation for context, hidden from the customer.

4. Insert a canned response (configurable from FAQs) from the searchable picker for fast, consistent replies; use + to add a label to the conversation.

5. Attach files to the message.

6. Send the reply.

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The composer adapts to the channel a conversation came in on. The collaboration tools (Reply / Whisper / Notes, canned responses, internal notes, attachments) are available everywhere; the channel-specific extras differ:

Images can be pasted directly into the reply box from the clipboard.

What it does: The conversation header carries the actions that move a conversation through its lifecycle — resolve it, snooze it, transfer it, or turn it into a ticket.

How to use it:

1. Transfer — reassign the conversation to another workgroup or member.

2. Snooze — set the conversation aside; it returns to be assigned again when the customer sends a new message.

3. Resolve — close the conversation.

4. Resolve & Create Ticket (the dropdown beside Resolve) — resolve the conversation and open a ticket pre-linked to it, with the channel pre-filled and the session history attached, in one step.

5. The overflow (⋮) menu holds utilities: Export Chat, Troubleshoot, Flows Audit and Show events.

You can also add labels to a conversation (from a list your admin defines) directly from the composer's label selector.

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What it does: The panel on the right gives every conversation full customer context, so an agent has the whole picture without leaving the inbox. It is organised into tabs.

How to use it:

1. Profile — name, email, mobile number, gender, age, preferred language, country, city, address, department, organization and title, plus the contact's tags. Use View Profile (or the edit pencil) to view and edit the full customer record inline.

2. Sessions — the history of the customer's past sessions and which workgroup handled each.

3. Attachments — files and media exchanged with the customer.

4. Tickets — the customer's linked tickets, with quick access to all tickets or to create a new one.

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What it does: Agents can reach out first, not only respond. From the bottom of the conversation list you can start a brand-new outbound email, or send a pre-approved WhatsApp template message to a customer.

How to use it:

1. Send an email — compose a new outbound email conversation.

2. Send Template — pick the WhatsApp sender, enter the recipient's number and choose an approved template to start a new WhatsApp conversation. If you open this from a conversation that already has a phone number, the recipient field is filled in for you; for customers who reached you by WhatsApp username, it starts empty so you can enter a number.

What it does: Your agent status controls whether you are auto-assigned new conversations, which keeps live workload balanced across the team. It lives in the top-right user menu.

How to use it:

1. Open the user menu (top-right avatar) and set Agent status to Ready, Not ready (and selecting a reason) or Offline.

2. When you are Not ready / Offline, you won't be assigned new conversations (a banner reminds you) — you can still find queued ones via the Unassigned filter and join them. Your admin can

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   configure the available statuses and “not ready” reasons.

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What it does: If your administrator has turned on Filter by assigned workgroup, the inbox shows only conversations belonging to workgroups you are a member of. The restriction applies everywhere in the inbox — the conversation list, search results, and the filters — and to conversations arriving in real time, so another team’s conversation never appears even briefly.

What you will notice:

• Conversations in workgroups you do not belong to are not listed, and are not returned by search.

• If you need access to another team’s conversations, ask an administrator to add you to that workgroup — membership is what grants visibility.