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. While it is off, the conversation is marked "Auto-reply off" in the list.
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,
- pause or resume scheduled messages and template updates for them (admins and owners only — see contact-preferences).
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.