Messaging Inbox
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.
Unified Channels
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.
Inbox Navigation
The interface is divided into three panels:
Conversation list
Left panel with all conversations sorted by last activity. Shows client name, channel, last message, and time without reply.
Conversation thread
Center panel where you view the complete message history exchanged with the customer, including files and internal notes.
Contact information
Right panel with customer data: name, email, purchase history, and previous tickets.
Replying to Messages
To reply to a conversation:
- Select the conversation in the left panel.
- Type your reply in the input field at the bottom of the thread.
- Optionally attach files or use predefined responses.
- Press Send or use
Ctrl + Enter.
Predefined responses
Set up response templates for frequently asked questions. Access them with the lightning icon in the reply bar.
Conversation Assignment
Conversations can be assigned in different ways:
- Automatic: The system distributes among online agents based on workload.
- Manual: Click the assignment button and select a specific agent.
- Self-assign: An agent can pick up an unassigned conversation from the queue.
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.
Filters and Search
Organize your inbox with the following filters:
- Status: Open, Waiting, Resolved
- Channel: Email, Chat, WhatsApp, Social Media
- Assignment: My conversations, Unassigned, All
- Priority: Normal, High, Urgent
Use the search bar to find conversations by customer name, message content, or order number.
Internal Notes
Add notes visible only to your team within a conversation:
- Switch to the Internal note tab in the reply field.
- Write context or instructions for other agents.
- The note will appear in the thread with a differentiated indicator.
Tip
Internal notes are useful for documenting context before transferring a conversation to another agent or team.
Resolving Conversations
When an inquiry is satisfied:
- Click Resolve at the top of the thread.
- Optionally add a resolution tag (resolved, escalated, no response).
- The conversation moves to history and frees the agent's workload.
Related: Enhance your replies with the AI assistant to generate automatic suggestions.