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GuidesInboxUnified inbox

Unified inbox

Go to Engage → Inbox to manage incoming customer conversations across all channels.

What it is

The inbox aggregates inbound messages from every connected channel into a single conversation view:

  • WhatsApp replies — responses to your campaigns and proactive messages
  • Email replies — replies to your email campaigns
  • SMS replies — inbound texts
  • Chatbot handoffs — conversations escalated from the AI chatbot to a human

Conversation view

Each conversation shows:

  • Contact name — with a link to their full profile
  • Channel — which channel the conversation is on (WhatsApp, Email, SMS)
  • Message thread — full history with timestamps
  • Contact properties — sidebar with key traits, segment memberships, and recent events
  • Status — Open, Pending, Resolved

Actions

From any conversation:

  • Reply — send a message back through the same channel
  • Assign — route to a specific team member or team
  • Tag — apply labels for categorization (support, sales, complaint, etc.)
  • Resolve — mark the conversation as done
  • Create a task — add a follow-up reminder
  • View profile — jump to the contact’s full profile

Routing and assignment

Configure automatic routing rules:

  • Round-robin — distribute conversations evenly across team members
  • Skill-based — route based on conversation topic or contact properties
  • Manual — all conversations land in the shared queue, team members self-assign

Configure in Settings → Inbox → Routing.

What’s next

Custom domainsTelegram inbox cards