Unified Inbox
The unified inbox shows all customer conversations across WhatsApp, Instagram, Messenger, and Live Chat in one place.
Features
- Channel tabs — Filter by WhatsApp, Instagram, Messenger, or Live Chat
- Search — Search conversations by contact name, phone number, or message content
- Labels — Organize conversations with color-coded labels
- Assignment — Assign conversations to specific team members
- AI status — See which conversations are being handled by AI vs. humans
- Read/unread — Track which conversations need attention
Conversation panel
Click a conversation to open the chat panel:
- Full message history with timestamps
- Contact details and profile photo
- Media preview (images, videos, documents)
- Reply input with text, emoji, and attachment support
- AI agent status banner (when AI is handling)
Keyboard shortcuts
| Shortcut | Action |
|---|---|
↑ / ↓ | Navigate conversations |
Enter | Open selected conversation |
Esc | Close conversation panel |