The messaging inbox at /contact-center/inbox centralizes all customer conversations regardless of their channel of origin. From here you can reply, assign, and resolve inquiries efficiently.
The inbox brings together messages from multiple channels in a single interface:
| Channel | Icon | Features |
|---|---|---|
| Envelope | Full threads with history | |
| Live Chat | Bubble | Real-time messages |
| Messages, images, and documents | ||
| Social Media | Megaphone | Instagram DM, Facebook Messenger |
Tip
Messages from all channels are displayed in chronological order. Use the channel filters to focus on a specific medium.
The interface is divided into three panels:
Left panel with all conversations sorted by last activity. Shows client name, channel, last message, and time without reply.
Center panel where you view the complete message history exchanged with the customer, including files and internal notes.
Right panel with customer data: name, email, purchase history, and previous tickets.
To reply to a conversation:
Ctrl + Enter.Predefined responses
Set up response templates for frequently asked questions. Access them with the lightning icon in the reply bar.
Conversations can be assigned in different ways:
Unassigned conversations
Conversations that remain unassigned for more than 5 minutes are highlighted in the inbox. Check the contact center dashboard to monitor the queue.
Organize your inbox with the following filters:
Use the search bar to find conversations by customer name, message content, or order number.
Add notes visible only to your team within a conversation:
Tip
Internal notes are useful for documenting context before transferring a conversation to another agent or team.
When an inquiry is satisfied:
Related: Enhance your replies with the AI assistant to generate automatic suggestions.