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Universal Inbox & Chat

The Inbox is the primary workspace where you manage active customer conversations, coordinate with team members, and leverage AI features.

🔍 1. Left Sidebar & Filters​

The left sidebar helps you organize and filter conversations into distinct queues:

  • Standard Queues:
    • Team: Conversations visible to your entire assigned team.
    • Mine: Conversations assigned directly to you.
    • Mentions: Unread notifications and internal mentions.
    • Hot Leads: Highly engaged contacts with high intent scores calculated by AI.
    • All Chats: All active conversations in your workspace.
    • Archive: Successfully resolved conversations.
  • Step Filters: Filter contacts by their current stage in the active sales funnel.
  • Custom Views: Locally saved filter combinations with custom names and icons (saved in browser local storage).

Top Filter Tools​

  • Search Box: Search by name or phone number.
  • Channel Switcher: Filter conversations by specific platforms (WhatsApp, Telegram) or specific phone numbers/bot accounts.
  • Unreplied Only: Toggle to quickly show conversations awaiting your response.

💬 2. Chat Window​

The central pane is the messaging interface. It supports rich communication and AI modes:

  • Message Types:
    • Text & Emojis: Direct text entry.
    • Attachments: Upload files or drag-and-drop screenshots directly.
    • Voice Messages: Record audio directly in-browser (requires microphone permission).
  • Quick Replies: Type / to bring up a list of canned responses, templates, and attachments. Use arrow keys to navigate and press Enter to insert.
  • AI Mode Toggle:
    • Auto Mode: The AI Agent automatically replies to client messages based on the active flow. The manual input area is locked.
    • Assist Mode: The AI drafts recommendations, but you review and click to send.
    • AI Mode Disabled (No flow configured): Visible if the conversation is not linked to any active automation flow.

📊 3. Contact Details & Customer 360 (Right Panel)​

The right sidebar provides deep context on the selected contact:

  • Customer 360:
    • Intention Score: A score indicating how close the customer is to conversion.
    • Obstacles: Friction points identified by the AI.
    • Key Facts: Bullet points of information extracted from chat history.
    • Summary: A short story of the customer's journey.
  • Brain Icon: Click to view the AI's step decision justification, showing exactly why the AI selected the current automation action.
  • Force Re-analysis: Click the refresh icon to force the AI to re-scan the chat history and update the Customer 360 profile.
  • Tag Management: Add or remove tags.
  • Funnel Controls: Manually transition the customer to any stage in the flow.
  • Follow-up Scheduler:
    • View planned sequence steps.
    • Schedule custom follow-ups (by clicking the calendar icon).
    • Cancel, skip, or manually trigger pending follow-ups.