💬Send and reply to messages
The Inbox is where all your conversations live. No matter whether the customer wrote from your website chat, WhatsApp, Messenger, or another connected channel, you see and reply in one place.
Open the Inbox
In the left sidebar, click Inbox. You’ll see a list of conversations. The newest or most recently updated are usually at the top. Each row often shows the contact name (or identifier), a short preview of the last message, the channel (e.g. Web Chat, WhatsApp), and the time.
View a conversation
Click a conversation in the list.
The center area shows the message history — who said what and when. Your messages and the bot’s messages appear on one side; the customer’s on the other (layout may vary).
A side panel (often on the right) may show:
Contact details — Name, email, phone, country. You can sometimes edit these.
Notes — Internal notes your team added (not sent to the customer).
Custom fields or tags — If your account uses them.
Send a message
Select the conversation by clicking it in the list.
At the bottom of the conversation, find the text box (it might say something like "Type a message…" or "Add a new note…" for notes — make sure you’re in the message area, not the notes area).
Type your message.
Press Enter or click Send.
Your reply is sent on the same channel the customer used. If they wrote from Web Chat, they get the reply in the website chat; if from WhatsApp, they get it on WhatsApp.
When the bot is replying
If you connected a bot to that channel, it may already be replying. You’ll see the bot’s messages in the thread like any other message. You can:
Let the bot handle it — Do nothing; the bot keeps following its flow until it ends or hands off.
Take over — Type and send a message yourself. Depending on your setup, the conversation might then be treated as "handled by an agent," or the bot might still send more messages until the flow reaches an end or a "Transfer to Agent" step.
Search and filter
Search — Use the search box (e.g. "Search conversations…") to find a contact or conversation by name, email, or keyword.
Filter by channel — Use filters (e.g. All, Web Chat, WhatsApp, Messenger) to show only conversations from one channel.
Sort — Conversations are usually sorted by last activity (newest first). Some layouts let you change sort order.
Add a note (internal)
Notes are for your team only. The customer does not see them.
Open the conversation.
Find the Notes section (often in the right sidebar or below the thread).
Type in the note field (e.g. "Add a new note…").
Save or submit. The note is stored with that conversation for future reference.
Use notes to record context (e.g. "Customer called; will follow up by email") or instructions for teammates.
Contact details
You can often view and edit the contact’s name, email, phone, and country in the conversation or contact panel. Edits here update the contact profile so:
The info is correct for future chats.
Your bot can use it (e.g.
{{contact.firstName}}in messages) if you’ve set that up.
Attachments and special content
Sending — If the Inbox supports sending images or files, there’s usually an attachment icon (e.g. paperclip) next to the message box. Use it to pick a file; then send as usual. Support depends on the channel (e.g. WhatsApp supports images; some channels have limits).
Receiving — When the customer sends an image or file, it appears in the thread. You can often click to open or download it.
Templates — Some channels (e.g. WhatsApp) use approved templates for certain types of messages. If your account uses them, you may see a template picker or the app may send templates when you choose them. Check channel-specific docs or your admin for details.
Real-time updates
When a new message arrives or a teammate sends a reply, the Inbox can update in real time (via WebSocket or similar). You might hear a sound or see a notification for new conversations or messages, depending on your notification settings. Refreshing the page also loads the latest messages.
Closing or resolving a conversation
If your app has a Close, Resolve, or Archive action for a conversation, use it when the conversation is done. That can help you separate "open" from "closed" and keep the list manageable. The exact label and where it appears (menu, button, status) depends on your setup.
Summary
See all conversations
Inbox → list on the left.
Read the thread
Click a conversation; messages show in the center.
Reply to the customer
Type in the box at the bottom → Enter or Send.
Add a note for the team
Notes section for that conversation.
Check or edit contact info
Contact/details panel for that conversation.
Search or filter
Search box and channel filters (and sort if available).
Once you’re comfortable replying in the Inbox, you can keep improving your bots and flows and use Analytics to see how conversations are going.
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