The inbox
Connect channels, route conversations and answer every customer from one threaded inbox.
The inbox brings every customer conversation into one place — email, WhatsApp, social DMs, SMS and your website chat — and ties each one to the person it's with. Your team answers from one list, with assignment, SLA timers and AI drafts built in.
Connecting channels#
Click + next to Connected accounts in the inbox sidebar to open Connect an account. From there you can connect:
- Email — Gmail, Outlook and Zoho Mail;
- Messaging and social — Slack, Instagram, Facebook, X, YouTube and Microsoft Teams.
WhatsApp numbers, Twilio SMS and your own website chatbots appear in the same Connected accounts list, each with its unread count. Connected accounts can be disconnected, and you can add another account of the same kind.
Folders#
| Folder | What's in it |
|---|---|
| Inbox | Everything open |
| Assigned to me | Conversations you own |
| Mentions | Threads where a teammate mentioned you |
| Unassigned | Nobody owns it yet |
| Social | Instagram, Facebook and other social DMs |
| Calls | Call activity |
| Snoozed | Parked until later — they reopen on their own |
| Closed and Archived | Finished conversations |
Each conversation shows its channel, the last message, how long it's waited and an SLA breached flag when it's late.
Assignment, SLAs and CSAT#
Open Settings → Inbox to decide how conversations are routed:
- Auto-assign new conversations to a teammate, using Least busy or Round robin. You can limit assignment to one team, such as Customer Support.
- SLA response target in minutes. A countdown starts whenever a customer is waiting for a reply.
- CSAT — ask for a 1–5 rating when a conversation is closed.
- AI auto-reply, switched on channel by channel. It's off by default.
Answering#
The composer handles internal Notes, attachments and emoji, plus Templates (see Templates) and AI to draft a reply from the conversation. Press ⌘+Enter to send. On the right, the contact panel shows the person's channels, their other conversations and recent activity, so you never ask a customer for something they've already told you.
Through the API#
The inbox lives under /docs/api/inbox. You can:
- read the inbox summary and list conversations;
- start a conversation, or update one's status and assignee;
- list the messages in a thread and send new ones;
- add internal notes, search, and read the contact panel.
Reading needs inbox:view; sending and updating need inbox:send. Sending a message takes the text:
POST /api/v1/inbox/conversations/{id}/messages{ "text": "Hi Ananya — your renewal quote is attached." }