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, authored as the current user (like replying from the inbox): it assigns the conversation to them, pauses the AI and delivers to the connected channel (WhatsApp, Messenger, web widget, ...). Plain text only. Resolved (closed) conversations reject replies: reopen them first with Reopen Conversation.

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.

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.