Inbox

The inbox is one queue for every customer thread, whatever the channel: web chat, email, WhatsApp, Instagram, Messenger, and SMS all land in the same list, newest activity first. Reply to any thread and your message goes back out over the same channel the shopper used. The list refreshes itself every few seconds while you’re on it.

Connecting messaging channels

Web chat and email threads work on every plan. WhatsApp, Instagram DMs, Facebook Messenger, and Twilio SMS need the Pro plan and a connected and approved channel; provider fees and eligibility also apply. Instagram and Messenger connections are rolling out and depend on Meta approval, so a Pro plan alone does not establish availability. The agent answers supported channels with the same catalog, policies, brand voice, and handoff rules as web chat. Connect them from Integrations:

• WhatsApp - the WhatsApp AI Sales Agent card, with Meta’s signup flow or manual credentials.
• Instagram and Messenger - the Facebook Messenger & Instagram card, which connects a Facebook Page and its linked Instagram account.
• SMS - the Twilio connector under More connectors.

On messaging channels, each unique contact counts as one conversation per calendar month toward your plan limit, however many messages they send. See Billing.

Conversations, Tickets, and handoff metrics

Open Inbox → Conversations. The top-levelConversations view lists threads; Ticketsopens the case queue with Open, Pending, Resolved and Closed status views. A thread and a ticket describe different things: a conversation stores the exchange; a ticket tracks human ownership and resolution.

The 30-day handoff panel counts ticket records opened in that window.Answered by a human requires a recorded first response, not merely closing a ticket. The average uses only answered tickets.Abandoned counts records older than 48 hours with no recorded human reply; the query does not require an open status. Treat it as a follow-up signal and inspect the ticket before inferring why a shopper left. These are operational indicators, not an SLA guarantee.

The queue

Three status tabs - Open (with a live count), Closed, and All - plus a needs reply badge that counts threads where the last word was the shopper’s. Each row shows the shopper (name, email, or first message), a channel badge, a status pill, a preview of the last message, the assignee if any, and how long ago it was active. A warning dot marks rows waiting on you.

Filters and search

• Channel chips - narrow to web chat, email, WhatsApp, Instagram, Messenger, or SMS.
• Search - matches shopper name, email, and subject.
• Load more - the list paginates from 50 rows up to 400.

For deeper web-chat filtering (active vs. closed, with-leads, needs-human, knowledge-gaps, full-text across questions and replies), use the Conversations workspace - the inbox links each web thread straight into it.

Working a thread

Clicking a row opens the right workspace for its channel:

• Web chat threads open the conversation workspace - transcript with tool calls, an AI summary with intent and sentiment, tags, shopper memory, internal notes, and actions to escalate, close/reopen, export the transcript to CSV, or jump to the Rules page. Replies appear in the shopper’s widget and are also emailed when their address is on file.
• Channel threads (WhatsApp, Instagram, Messenger, SMS, email) open a thread workspace showing the full message history, with inline ticket triage - status, priority, assignee - in the header. The composer dispatches your reply over that channel.

Both composers support canned replies (type /shortcut to expand one) and, on escalated conversations, a pre-generated AI draft you can accept and edit - eligible edit-and-send changes can be saved with the original draft as review data for later voice tuning. Sending an edit does not immediately rewrite your saved Brand Voice settings or retrain a model. Update thevoice settings explicitly when a reusable style instruction should change.

A typical triage pass

1. Open the Open tab and look at the needs-reply count - those threads have a shopper actively waiting, so they come first.
2. Work top-down: the newest-activity ordering means the shopper most recently talking is most likely still reachable.
3. For each thread, read the AI summary before the transcript - it tells you the intent and mood in one line.
4. Reply (start from the AI draft when there is one), then set the ticket to resolved or close the conversation so the Open tab stays an honest to-do list.

Assignment and SLAs

Threads can be assigned to a teammate from the ticket controls; assignment shows on the inbox row so ownership is visible at a glance. First-response and resolution SLA targets are defined under Settings → SLA and surface as due/breach indicators on the tickets queue.

Worked example and delivery checks

Illustrative test: locate a synthetic shopper thread with a delivery question, read its source and linked ticket, select Use AI draftif available, and correct any unsupported date before sending. Verify the final text in the transcript and, in an authorized channel test, at the receiving endpoint. A saved outgoing message or provider acceptance is not proof it reached the shopper. Check the displayed send result and connected channel status if delivery fails; inspect before resending to avoid duplicate replies.

If a thread is missing, clear channel/status filters and search by the synthetic contact. If reply controls are unavailable, check your team capability and channel connection. Review sensitive order requests with verified identity rather than relying on a display name or typed email.

Adjacent

• Human handoff - how threads end up needing you
• Support tickets - the case layer over the inbox
• Training & gaps inbox