Using the Inbox

The Inbox is your unified hub for all customer conversations across WhatsApp, Telegram, web widget, and API channels.

Accessing the Inbox

Click Inbox in the sidebar to open the conversation view.

Inbox Layout

The inbox uses a split-view design:

Section	Description
Left Panel	Conversation list with preview
Right Panel	Full conversation thread

Conversation List

List View

Each conversation shows:

• Contact name or identifier
• Last message preview
• Timestamp of last activity
• Channel icon (WhatsApp, Telegram, Web, API)
• Unread indicator (if new messages)

Sorting

Conversations are sorted by:

• Most recent activity first
• Unread conversations prioritized

Filtering Conversations

Use filters to find specific conversations:

By Status

Status	Description
All	All conversations
Open	Active, ongoing conversations
Resolved	Completed conversations
Pending	Awaiting response

By Channel

Filter by communication channel:

• 💬 All channels
• 📱 WhatsApp
• ✈️ Telegram
• 🌐 Web Widget
• 🔌 API

By Date

Select a date range to view conversations from specific periods.

Reading Conversations

Message Thread

Click a conversation to view the full message history:

• Customer messages appear on the left
• Agent/Bot responses appear on the right
• Timestamps show when each message was sent
• Read receipts indicate delivery status (where available)

Message Types

The inbox displays various message types:

Type	Display
Text	Plain text message
Images	Thumbnail with click to enlarge
Documents	File icon with download option
Voice	Audio player
Location	Map preview

Real-Time Updates

The inbox updates in real-time:

• Live indicator shows connection status
• New messages appear automatically
• No need to refresh the page
• Sound notifications (if enabled)

Connection Status

Indicator	Meaning
🟢 Green	Connected, receiving updates
🟡 Yellow	Reconnecting
🔴 Red	Disconnected, refresh may be needed

Navigating to Contact

To view the full contact profile:

1. Click the contact name in the conversation header
2. Or click the View Contact button
3. You'll be taken to the contact details page

This allows you to see:

• Full contact information
• Custom attributes
• Verification status
• All conversations history

Replying to Conversations

Direct Reply in Chatwoot

To reply directly:

1. Click the Reply button in the conversation
2. You're taken to Chatwoot's conversation view
3. Type and send your response

AI Agent Responses

If your AI agent is enabled on the channel, it handles responses automatically. Manual replies are for when human intervention is needed.

When to Reply Manually

• Complex questions the AI can't answer
• Sensitive customer situations
• Escalated complaints
• Final negotiations or confirmations

Conversation Actions

Mark as Resolved

When a conversation is complete:

1. Open the conversation
2. Click Resolve or mark as resolved
3. The conversation moves to the Resolved filter

Assign to Team Member

To assign a conversation to a colleague:

1. Open the conversation
2. Click Assign
3. Select a team member
4. They'll receive a notification

Search

Find specific conversations:

1. Use the search bar at the top
2. Search by:
   • Contact name
   • Phone number
   • Email
   • Message content

Tips for Inbox Management

Do's

• ✅ Check inbox regularly during business hours
• ✅ Respond to escalated conversations promptly
• ✅ Use filters to prioritize important conversations
• ✅ Mark resolved conversations to keep inbox clean
• ✅ Review AI responses for quality

Don'ts

• ❌ Ignore conversations for extended periods
• ❌ Leave all conversations in Open status
• ❌ Forget to check conversations from all channels
• ❌ Skip reviewing AI-handled conversations

Mobile Access

The inbox is responsive and works on mobile devices:

• Same split-view adapts to screen size
• On mobile, tap a conversation to view
• Swipe back to return to list

What's Next?

Learn more about contact information:

Contact Details →