How to review your conversations in the Inbox

The Inbox shows every conversation your agents have on WhatsApp, Instagram, Facebook and the web widget. Here you can see what the agent answered, check who you're talking to and step in when something goes wrong.

Step 1: Open the Inbox

In the left menu, click Inbox. The number next to the title indicates how many conversations have unread messages. Click a conversation to open it on the right.

Each conversation preview in the list shows:

• The contact's name, with the icon of the channel they wrote from.

• AI or Human: who is answering right now.

• The last message, and under it the agent that handles the conversation.

• A green number when there are unread messages.

• A Comment trigger tag when the conversation started from a comment on a Facebook or Instagram post.

Step 2: Find a conversation

• Search: type a name in Search for a chat.

• By agent: unfold All Agents, choose one agent.

• By channel: unfold All platforms, choose between WhatsApp (QR), WhatsApp Business, Instagram, Facebook Messenger or Web widget.

• By state: use the tabs All, Unread, Failed (the agent couldn't answer), Human (a person is answering) or AI (the agent is answering).

Step 3: Read the conversation

Inside a conversation, at the top you'll see the contact's name, AI active when the agent is answering, and the agent's name. The agent's messages are marked AI.

While the agent is answering, the message box stays locked and shows AI is handling this conversation. To write yourself, use Take over. See How to take over a conversation and reply manually.

Step 4: Check the contact

Click the person icon at the top right of the conversation. The Contact card opens with the phone, email, username, the details the agent saved and the channels the person wrote from. Click the pencil to complete or correct the data without leaving the chat.

Step 5: If the agent fails

If the agent can't answer, the conversation shows a failure mark with the cause and how long ago it happened, and it appears in the Failed tab. You can:

• Retry: the agent tries to answer again. You can retry up to 2 times.

• Reply yourself: take over the conversation and answer the person.

Step 6: Reset the context or delete a conversation

At the top bar of the conversation, aside from Take over, you will find:

• Reset context: the agent stops using what was said before as context and continues as if the conversation started now. You still see all the messages, and the contact doesn't change. Use it when the agent keeps bringing up outdated information to the conversation.

• Delete: deletes the conversation. This can't be undone, so make sure you don't need it before you click.

Technical reference

• Replies from your phone: if you answer a WhatsApp conversation from the mobile app, the agent pauses for 5 minutes so you don't both answer at once.

• Comments: when your agent answers a comment on Facebook or Instagram, that conversation appears in the Inbox with the Comment trigger label.

• Web widget: conversations from the chat on your website appear here like any other channel.

• Contacts: the same person is a single contact on every channel. See How to find and manage your contacts.

Common problems

Done

You now know how to follow your agents' conversations. Check the Failed and Unread tabs often to make sure no one is left without an answer.