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

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

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.

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