Inbox

List customer conversations in the inbox, newest first. Returns a compact skim per conversation (contact, channel, state, unread count, CSAT); use the filter for what needs attention.

Read the messages of an inbox conversation, newest first. Returns compact rows (author, text, time); use before replying so the answer has context.

Send a reply into a customer conversation and deliver it to the connected channel (WhatsApp, Messenger, web widget, ...). From a member it is authored as them, like replying from the inbox: it assigns the conversation to them and pauses the AI. From an agent it is authored as the agent, like a colleague joining in: the AI stays on and nobody is assigned. Plain text only. A reply to a resolved (closed) conversation reopens it, and unmutes a muted one.

Leave a private note on a customer conversation for the team: a summary, a heads-up, a next step. The customer never sees it, nothing is sent to the channel, the AI stays on and nobody is assigned. The note also shows as a comment on the contact. Signed by the member, or by the agent when an agent writes it.

Change the text of a reply you sent or a note you left in a customer conversation; files stay attached. A note also updates its comment on the contact. A reply is edited on the customer's side only where the channel allows it; where it does not, the action fails instead of changing our copy alone. Someone else's message cannot be edited.

Delete a message or a note from a customer conversation. This cannot be undone. A note also removes its comment from the contact. A reply already delivered to the customer is deleted on their side only where the channel allows it; elsewhere the customer keeps their copy.

Assign an inbox conversation to an org member so it shows up in their queue. Defaults to the current user ("assign this to me"); pass unassign to clear the assignment.

Resolve or reopen an inbox conversation: resolved closes it and removes it from the open queue, open brings it back for the team.

The AI replies control of an inbox conversation: on has the AI answer every message, paused stops it in this conversation while the team handles it, off stops it for the contact in every conversation until turned on again.

Mute an inbox conversation until a date: no notifications or unread badges for the team until then; a team reply unmutes it early. Pass unmute to clear a mute.

Close an inbox conversation, marking it resolved and removing it from the open queue. Use Reopen Conversation to bring it back.

Reopen a resolved inbox conversation so it shows as open again and the team can keep working on it.