Inbox overview
The Inbox brings conversations from all your bots and channels into one place. It's where operators monitor chats, pick up the ones the bot handed off, and reply to customers — without juggling separate apps.
The three-panel layout#
The Inbox is organized into three columns:
- Contacts — the list of people who've written in, with unread badges so nothing slips through.
- Timeline — the selected contact's history, so you have context before you reply.
- Chat window — the live conversation, where you read messages and respond.
Finding the right chat#
Tabs and filters keep a busy Inbox manageable:
- Tabs — switch between All, Active operator sessions and Unread contacts.
- Search — find a contact by display name, username or external user ID.
- Filters — narrow by bot, platform or assigned operator.
One Inbox, every channel
A conversation looks the same whether it came from Telegram, WhatsApp, Instagram or the web widget — your team works one queue, not one per channel.Context while you reply#
The chat window puts the selected contact's timeline next to the live conversation:
- Messages and attachments — read the conversation, send text, add files and use emoji.
For how to actually take over and reply, see Operator takeover.