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.
Finding a conversation
Section titled “Finding a conversation”The list in the middle shows your conversations. Use the filters on the left to narrow them down — All, Mine, Unassigned, Snoozed, Follow-ups, AI Handling, Human Handling, Closed, and Escalated — or search by customer name or phone, and filter by Stage and Status along the top.
Each row shows the contact, a preview of the latest message, the conversation’s stage (for example New, Qualifying, Negotiating, Closing), and whether the AI or a human is currently handling it.
Reading a conversation
Section titled “Reading a conversation”-
Select a conversation from the list to open it.
An open conversation -
The thread on the right shows the full history — text, images, voice notes (with transcription), and file attachments. The contact’s details and stage appear at the top.
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Your AI agent replies automatically, following your agent configuration. The footer shows when the agent is handling the conversation — and lets you take over. For AI-authored replies, you can also open Explain this reply to view the stored trace for that turn, including confidence, tools used, KB chunks, guardrail actions, and sanitized stage-transition metadata.
Staying organized
Section titled “Staying organized”Use the Notes tab to keep internal notes, and tags and saved snippets to keep your replies fast. When you want to reply yourself, see Human handoff.