The Inbox: reading and joining conversations
The Inbox in the dashboard shows your customer conversations in real time. You can watch the assistant work, step in and reply yourself, and manage each customer's details — all from one page.
The conversation list
- Recency order: conversations are sorted newest-first and update live as messages arrive — including delivery and read statuses and customer typing indicators.
- Phase filter: narrow the list to customers in a specific phase (see phases).
- Search: type a customer's name or phone number to search your entire conversation history, including older conversations that are no longer in the active list.
- Badges: conversations show at a glance when auto-reply is off or the conversation has been escalated to a human.
Replying as a human
Open a conversation and use the composer at the bottom to write to the customer yourself. You can attach images and use emoji. Messages you send appear in the thread alongside the assistant's.
- AI Suggestions: the assistant can draft a reply for you; you can edit the draft before sending or discard it.
- Auto-reply toggle: each conversation has an Auto-reply switch. Turn it off to silence the assistant for that customer and handle the conversation yourself; turn it back on when you're done. Turning it back on also clears the conversation's escalation. While it is off, the conversation is marked "Auto-reply off" in the list. The switch applies to an open conversation; a closed one has nothing to pause.
Customer photos
Photos a customer sends show in the thread as a preview. Click one to open it full size: the Inbox loads the original from WhatsApp. WhatsApp only keeps media for a limited time (about a week), so after that the preview is all that remains — it stays viewable, and the full-size view shows it with the note "Original expired — showing preview".
The contact pane
Open a customer's details next to the conversation to:
- add notes the assistant should know about this customer,
- see and change the customer's phase,
- see upcoming scheduled messages that will target them,
- set the customer's timezone, overriding the sender default for them alone,
- set the customer's language, overriding the language detected from their messages,
- pause or resume scheduled messages and template updates for them (admins and owners only — see contact-preferences),
- download an export of the conversation (admins and owners only).
Language is normally detected from the customer's own messages, and it follows them if they switch language. Setting it here pins it instead: the assistant and the automatic messages they receive stay in the language you picked. Choose Auto-detect to hand it back to detection. If no language is set anywhere, conversations fall back to your account's default language (see models).
Reports and checklist results are not shown in the Inbox contact pane. To run a report or review a customer's live or completed checklist, open Analytics, select the same customer, and use the Reports or Checklists tab. See reports and routines-and-checklists.
External customer values are not editable from the Inbox. If an admin maps a captured report field to a Customer display, its read-only colored indicator appears beside the customer in Phases; hover over it to see the label and current value.
Exporting conversations
Admins and owners can download a complete conversation export directly from the contact pane. The export downloads the thread as Markdown, including the customer profile header, full chronological timeline of customer-visible messages and phase transitions, and references to attached media and customer files. Outbound messages collapse to a uniform workspace sender.
Who sees what
What appears in your Inbox depends on your role and access scope: owners and admins see every conversation; members see only the senders and conversations they've been granted. See team-roles-and-access.