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The Inbox

One place for every conversation, every channel, every teammate.

4 min readUpdated May 21, 2026

The Inbox is where you read and reply. Every channel you connect (Telegram, Instagram, the website widget, email) flows into the same list. Your AI agent answers automatically, your team takes over whenever they want.

Inbox with channel filters, conversation list, and thread view

Layout

  • Left rail. Channel filter and conversation list. Click any row to open the thread.
  • Middle. The thread itself. AI replies, your replies, and customer messages, interleaved.
  • Right rail. Contact details, lifecycle stage, internal notes, assigned teammate.

Common actions

  • Reply. Type in the composer and hit Send. The AI pauses for that thread once a human replies.
  • Assign. Pick a teammate from the right-rail Assigned dropdown to make it their thread.
  • Mention. Use @name in an internal note to ping a teammate without the customer seeing.
  • Archive. Use the Archive action to close a thread once it is resolved. Re-opens automatically on the next customer message.