Inbox Overview

The inbox is your central hub for managing all customer conversations across channels.

Real-Time Messaging Hub

All customer messages flow into a single inbox:

WhatsApp    ─┐
Instagram   ─┼─> Unified Inbox
Email       ─┤
Widget      ─┘

Messages appear in real-time via WebSocket connections.

Inbox Layout

Three-Panel Design

Panel	Content
Left	Conversation list
Center	Active conversation
Right	Customer info & context

Conversation List

The left panel shows all conversations:

• Profile picture or initials
• Customer name
• Last message preview
• Timestamp
• Channel indicator (WhatsApp, Email, etc.)
• Unread count badge
• Assignment indicator

Chat View

The center panel shows the active conversation:

• Full message history
• Message bubbles (customer left, agent right)
• Timestamps
• Read receipts
• Typing indicators
• Rich message cards

Customer Panel

The right panel provides context:

• Customer profile
• Contact information
• Order history
• Previous conversations
• Internal notes
• Tags and segments

Conversation States

State	Icon	Description
Open	🟢	Active, needs response
AI Handling	🤖	AI is managing
Pending	🟡	Awaiting action
Resolved	✓	Completed

Filters & Search

Quick Filters

Filter	Description
All	All conversations
Unread	New messages
AI Handling	Managed by AI
Assigned to Me	Your conversations
Unassigned	No assignee

Advanced Filters

• By channel (WhatsApp, Email, etc.)
• By date range
• By customer tags
• By conversation status
• By assigned agent

Search

Search across:

• Customer names
• Email addresses
• Message content
• Order numbers

Real-Time Features

Live Updates

• New messages appear instantly
• Status changes reflect immediately
• Typing indicators show activity
• Assignment changes update live

Notifications

Configure notifications for:

• New conversations
• New messages in assigned conversations
• Escalations
• Mentions

Mobile Experience

The inbox is fully responsive:

• Swipe to switch panels
• Pull to refresh
• Quick actions via long press
• Push notifications (when enabled)