Unified Messaging & Live Operations

Omni-Channel Inbox

Manage customer messages, write helpful replies, and keep track of conversations in one place.

The Omni-Channel Inbox brings messages from your connected WhatsApp, Instagram, and Twilio channels into one workspace. Choose a channel, open a conversation, and read the message history before replying. You can also view contact details and organise conversations using the available filters and labels.

Inbox Overview · Illustrative ScreenshotConsole View

WhatsApp Inbox showing channel tabs, an open conversation, reply composer, contact details, and conversation actions — Illustrative screenshot with example conversation data. Click to expand.

Replying to Customers · Screenshot

Customer booking conversation with message history, Suggest Reply, attachments, and the reply composer — Illustrative screenshot: review the conversation and write a reply. Click to expand.

Why use it?

Core Capabilities & Value

Spend less time switching tools and more time helping your customers.

1

Manage Messages in One Place

Less switching

Switch between your connected channels inside the Inbox instead of opening a separate tool for each one.

2

Reply with the Full Context

Conversation history

Read earlier messages and view contact details before replying, so customers do not have to explain everything again.

3

Get Help Writing Replies

You review the reply

Use an AI reply suggestion as a starting point when available. Review and edit the wording before sending it to the customer.

4

Keep Important Chats in View

Filters & labels

Use status filters and contact labels to find active conversations and recognise customers who need attention.

Getting started

Open a Conversation and Reply

Make sure the messaging channel is connected to your workspace, then open the Inbox. Start with a test conversation so you can check incoming messages and replies before using it with customers.

Handle your first conversation:

1

Choose Your Channel

Open the Inbox and select WhatsApp, Instagram, or Twilio. Use a channel that is already connected to your current workspace.

2

Find and Read a Conversation

Use search or a status filter to find a customer. Open the conversation and read the recent messages before replying.

3

Write and Send Your Reply

Type a reply or edit an AI suggestion, then send. You can also attach a supported image or document.

4

Update the Conversation

Review Contact Details and add a useful label. Close finished conversations or mark successful enquiries as Converted.

WhatsApp Inbox

Interactive preview · Sample data. Switch channels, filter chats, or select a conversation.

Contact Details · ScreenshotConversation Status

Contact Details showing the Warm system tier, agent labels, conversation dates, and Converted status — Illustrative screenshot with example contact data. Converted is a conversation status; Warm is a system tier. Click to expand.

Result & Verification

Check That Your Inbox Is Working

What to verify in your console after completing setup.

What you should see:The test conversation appears under the correct channel, and your reply reaches the test customer. You can reopen the chat history and find the conversation under the appropriate status filter.

Verification Checklist:

Send a test message to a connected channel and find it in the correct Inbox tab.

Open the conversation and confirm that the customer details and message history match.

Send a reply and check that it arrives on the test customer device.

After closing a test conversation, check that it appears under Closed.

Check the contact label and conversation status.

Understanding Contact Details

System Tier: An automatically calculated rating, such as Warm. It is separate from the conversation status.
Agent Labels: Choose a label such as High Priority or Follow Up to help your team recognise what the customer needs.
Conversation Info: Review first and last contact dates, the message count, and whether the chat is Open, Converted, or Closed.

FAQ & Troubleshooting

Common Questions

Try these checks if a conversation or reply does not appear as expected.

Why does WhatsApp show Window Closed instead of the reply box?

What to do: When the Inbox shows that the messaging window has expired, follow the on-screen prompt to use an approved template message. Window Closed refers to messaging availability; it is different from marking a conversation Closed.

Are labels, system tier, and conversation status the same?

What to do: No. System Tier is an automatically calculated lead rating such as Warm. Agent Labels help you organise contacts. Conversation status, such as Open, Converted, or Closed, tracks the conversation outcome.

Why can I not see a customer message?

What to do: Check that you are in the correct workspace and channel. Clear the search field and try the other status filters. If the message is still missing, check the channel connection and send a new test message.

What should I do if a reply fails to send?

What to do: Read any error shown in the Inbox and check the channel connection. If a message template is required, choose an approved template. Check the conversation before retrying so you do not send the same reply twice.

Should I send an AI suggestion without editing it?

What to do: Read it first. Check names, prices, policies, and any promises against your business information. Edit the draft as needed before sending.

Where did my closed conversation go?

What to do: Select the same channel and open the Closed filter. Clear the search field if you cannot find it. Instagram also provides an All filter.