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Unified Inbox

The Unified Inbox is your central hub for managing all customer chats. Every message from WhatsApp, Instagram, and Web Chat arrives here in one place.

Accessing Chats​

Click Chats in the main navigation bar. This opens a dropdown with options to filter by status:

OptionWhat It Shows
AllAll chats across all statuses
ActiveChats currently being handled
SnoozedIdle chats waiting for follow-up
ClosedResolved chats
Needs AttentionChats requiring human intervention
PlaygroundTest your AI agent yourself

Chat Statuses​

Every chat has one of four statuses:

Active​

Someone is actively handling this chat — either your AI agent or a human team member. The customer is engaged and the conversation is ongoing.

What it means:

  • Messages are being exchanged
  • AI or human is responding to the customer
  • This is a live, ongoing conversation

Snoozed​

The customer stopped responding, but the chat isn't ready to be closed yet. This happens automatically when a chat goes idle.

How it works:

  • After a period of inactivity (default: 1 hour), active chats move to Snoozed
  • The timing is configurable in Settings > Chat
  • You can turn off auto-snooze entirely if you prefer chats to close when idle

Why use snoozed chats?

Some businesses prefer to keep idle chats as "snoozed" rather than closing them immediately. This lets you:

  • Follow up with customers who went quiet
  • Check if they're satisfied before closing
  • Review whether any action is still needed

To review snoozed chats, select Snoozed from the Chats dropdown. Go through them and either:

  • Handle them — Continue the conversation if needed
  • Close them — Resolve if no action is required

Closed (Resolved)​

The chat has been resolved. Either the AI agent or a human marked it as complete, meaning the customer's query was successfully handled.

What it means:

  • No further action is needed
  • The conversation reached a successful conclusion
  • This is the goal state for every chat

If a customer messages again after their chat was closed, a new active chat is created.

Needs Attention​

The AI agent has requested human help due to a handover trigger. This is the most critical status.

What happens:

  1. A handover trigger fires (frustrated customer, human requested, etc.)
  2. You receive a notification
  3. The AI stops responding to this customer
  4. A counter appears next to "Needs Attention" in the sidebar showing how many chats need you

Important: After you've helped the customer, remember to resolve the chat. This ensures the AI agent can handle the customer again if they return later.

warning

Chats marked "Needs Attention" will not receive AI responses until a human takes action. Don't leave these unattended.

Inbox Layout​

When you open a chat, you'll see:

Chat List (Side Panel)​

A list of chat cards on the left side. Each card shows:

  • Customer name or identifier
  • Last message preview
  • Timestamp
  • Channel icon (WhatsApp, Instagram, Web)
  • Unread indicator

Click any chat to load it.

Chat View (Main Area)​

The selected chat displays:

  • Full message history
  • Customer messages and agent responses
  • Media attachments (images, videos, documents)
  • Timestamps and delivery status

Customer Details (Right Panel)​

Information about the current customer:

  • Contact info
  • Tags
  • Profile notes
  • Conversation history

See Customer Profile for more details.

Search and Filters​

When viewing All chats, you have search and filter options to find specific conversations.

The search box searches through:

  • Customer name
  • Phone number
  • Instagram username

Filters​

Filter chats by:

FilterOptions
PlatformWhatsApp, Instagram, Web
HandlerAI agent, Human (specific person)

Quick Filter Chips​

Fast-access filters for common needs:

ChipWhat It Shows
To meChats assigned to you
To AIChats handled by AI agents
UnreadChats with unread messages

Filters apply to the chat list in the side panel, helping you quickly find the conversations you need.

Best Practices​

Monitor "Needs Attention"​

Check this status regularly — these customers are waiting for human help and the AI won't respond until you do.

Review Snoozed Chats​

Don't let snoozed chats pile up. Set aside time to review them and either follow up or close them.

Close Resolved Chats​

Keep your inbox clean by closing chats when issues are resolved. This improves your metrics and keeps the active list manageable.

Use Filters Effectively​

When you have many chats, use filters to focus on what matters — unread messages, chats assigned to you, or specific platforms.

Next Steps​