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The Inbox is where every conversation lands — from your website widget, email, WhatsApp, Instagram, Messenger, Telegram or Slack. Teammates reply from one place, the AI agent helps in the background, and nothing slips through.

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Layout

The inbox has three columns:

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Filters

Quick filters at the top of the list:
  • All — every open conversation
  • Mine — assigned to you
  • AI — currently being handled by the AI (no teammate assigned)
  • SLA — conversations approaching response-time breach (Business+, see SLA timers)
  • Resolved — already closed (useful for look-back)
Need a filter the built-ins don’t cover (“VIPs unanswered over 1h”)? Save your current filter as a custom view and it lands in the left rail. See Custom inbox views. You can also search by contact name, email, or message content.

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Quick navigation

Open the command palette from the Search button in the top bar to jump to the inbox, agents, knowledge, settings, or any other page in two keystrokes.

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Real-time updates

The inbox is fully real-time — new messages, assignments, and status changes appear without refreshing. A soft ping plays for new inbound messages; your browser may also show a desktop notification when the tab is hidden.
Turn on desktop notifications when the browser asks — it’s the difference between “I saw it in 5 seconds” and “sorry, missed this one yesterday”.

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Bulk actions

Select multiple conversations with the checkboxes on the left. The bulk bar lets you:
  • Assign all selected to a teammate
  • Tag them in one shot
  • Resolve or reopen many at once
  • Mark read in one click
Great for cleanup after a launch day. Press Esc to clear the selection.

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Merge conversations

When one customer’s request is split over two conversations, open the one to fold in and click ⋯ → Merge into… (or press m). Pick the conversation to keep: its messages, notes and attachments move over in time order, tags are combined, and the merged conversation closes with a link to the kept one. A merge can’t be undone. A website conversation only merges with conversations of the same visitor or the same signed-in user. The picker shows other conversations locked, with the reason: When you merge two mixed conversations of the same visitor, the subject, tags and ticket fields of the one you merge stay on it, and the dialog says so. Mentions are still combined. So another person’s messages, subject and tags never reach what a visitor sees, what the AI tells them or an email your team sends from their chat. Conversations on other channels merge freely. See Website conversations merged before the rule for merges made before this rule.

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Collision detection

Live presence indicators show when a teammate has a conversation open, so two people don’t reply at the same time. Updates appear without refreshing.

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Next

Reply to conversations

Composer, AI drafts, macros, keyboard shortcuts.

Internal notes

Talk to your team inside a conversation. Growth+.

SLA timers

First-response and resolution targets per priority. Business+.

Custom inbox views

Save the filter you keep typing. Business+.

Assignments

Assign to yourself, a teammate, or let rules do it.

Macros

Saved replies, typed with /.