Conversations
The Inbox is where every customer conversation lives — no matter which channel it came in on. Messages from WhatsApp, Instagram, SMS, voice, and any other connected channel all appear here in a single, unified view.
How conversations flow
Section titled “How conversations flow”- A customer sends a message on a connected channel.
- The message appears in the Inbox as a conversation.
- Your AI agent replies automatically, following your agent configuration.
- You can read along in real time and step in whenever you want.
Taking over a conversation
Section titled “Taking over a conversation”The agent handles routine messages, but you stay in control. Open any conversation to read the full history, send a reply yourself, or hand the conversation back to the agent when you’re done. See Human handoff.
Staying organized
Section titled “Staying organized”Each conversation shows context to help you prioritize — the channel it came from, the contact, and where it is in your customer journey.