Articles on: Inbox

Inbox

Inbox


What Is the Inbox?


The Inbox is your live chat center. It shows all WhatsApp conversations across all your devices in one place.


How to Use Inbox


  1. Click Inbox on the left sidebar.
  2. On the left, you'll see a list of all chats.
  3. Click any conversation to open it.
  4. On the right, you can view the customer's details.


Inbox Layout


Section

Where

What It Shows

Conversation List

Left panel

All chats, sorted by most recent. Shows contact labels for quick identification.

Chat Area

Center

Full conversation with selected customer

Customer Details

Right panel

Contact info, labels, history, and notes


Chatting with Customers


Sending a Message


  1. Click on a conversation.
  2. Type your message in the text box.
  3. Press Enter or click Send.


Sending Files and Media


  1. Click the attachment icon in the chat box.
  2. Select the file type (image, document, etc.).
  3. Choose the file from your computer.
  4. Click Send.


Starting a New Conversation


Starting a new conversation uses a guided step wizard:


  1. Click New Conversation.
  2. Select which device to send from.
  3. Enter the customer's phone number.
  4. Choose a template message (required for first-time contacts or expired conversations).
  5. Fill in any template variables and send.


Filtering Conversations


  • By Channel -- Specific WhatsApp device.
  • By Chatbot -- Specific chatbot.
  • By Status -- All, Assigned, Unassigned, or Unread.
  • By Label -- Contacts with a specific label.
  • Search -- By customer name or phone number.


AI and Manual Replies


AI replies are marked with an AI badge. If you send a manual reply, the AI pauses for that conversation temporarily and resumes after inactivity.


Customer Details Panel


View and manage:


  • Name and phone number
  • Labels -- View and manage labels for this contact.
  • Conversation History -- Past messages with this customer.
  • Memory -- What the AI remembers about this customer (if AI Memory is enabled).
  • Actions -- Clear memory, set labels, or add information to the knowledge base.


You can add messages directly to your AI Knowledge from the Inbox. If a customer asks something useful, save that info for the AI to learn.


Conversation Costs


Token usage is now visible per conversation. You can:


  • See how many tokens each conversation has used.
  • View the split between BYOK (Bring Your Own Key) tokens and Platform tokens.
  • Open a usage modal with date filtering to analyze costs over a specific period.


Wait-for-Reply


The AI waits for customers to finish typing before responding. If a customer sends multiple messages in a row, the AI waits for a pause before replying -- so it doesn't interrupt them mid-thought.


Common Questions


Do I need to reply to every message manually?


No! Your AI chatbot handles most messages automatically. Only jump in when needed.


How do I know if the AI or I replied?


AI replies have an AI badge/icon. Manual replies show as regular messages.


Can multiple team members use the Inbox?


Yes! Team members can access the Inbox based on their permissions in Organization settings.


Can I view the chat from the customer's perspective?


The Inbox shows messages exactly as they appear on the customer's WhatsApp.


Can I send WhatsApp templates from Inbox?


Yes, look for the template option when composing a message.


Can I see how much each conversation costs?


Yes, token usage per conversation is now visible in the Inbox. You can view a breakdown of BYOK vs Platform tokens and filter usage by date.

Updated on: 21/04/2026

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