Conversations & Unified Inbox

The Inbox is your unified communication hub. Every conversation, across every channel, appears in one place. SMS, phone calls, WhatsApp, Instagram, Facebook, Google, Yelp, email, and Telegram all flow into a single view.

Use filters to find what you need:

- By channel: SMS, WhatsApp, Instagram, Facebook, Google, Yelp, Email, Telegram

- By status: All, Unread, Mine (assigned to you), AI-handled, Needs Approval

- By search: Search by customer name or message content

Each conversation shows:

- Full message thread with timestamps

- Channel indicator (which platform)

- AI handling status (AI or human)

- Customer context panel on the right: name, phone, email, deal value, assigned agent

- Intent tags (e.g., 'Booking', 'Pricing inquiry', 'Complaint')

- AI summary bar at the top

Conversations without a response for over 30 minutes get an SLA warning. The timer shows in the conversation list. This helps ensure no customer waits too long, whether the AI or a human is handling it.

Type in the composer at the bottom of the thread. Messages send via the same channel the customer used. You can also:

- Attach files

- Use quick-reply templates

- Switch channels mid-conversation (e.g., start on SMS, continue on email)