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Where conversations arrive
Section titled “Where conversations arrive”Every message from every channel (widget, e-mail, Telegram, WhatsApp, phone, forms) becomes a conversation in the Inbox. The left panel groups them into folders:
| Folder | What is in it |
|---|---|
| All | Every active conversation you are allowed to see |
| Unassigned | Not assigned to anyone yet |
| Mine | Assigned to you |
| AI handling | Being answered by the AI agent (shown only when an AI adapter is connected) |
| Snoozed | Set aside until a time you chose |
| Resolved | Closed by an agent |
| Spam | Marked as spam |
New conversations land in Unassigned, or in AI handling if you connected an AI adapter and turned auto-reply on. Routing rules, an inbox’s default team, round-robin or least-load assignment can hand them to a person automatically.
Answer
Section titled “Answer”- Open the conversation. The customer’s profile, recent history and open tickets are in the right panel.
- Type in the composer. Press Cmd/Ctrl + Enter to send.
Shift + Enteradds a line break. - Use Internal note to write something only your team sees; notes are never delivered to the customer.
- Templates and macros (the ⚡ button) insert saved answers or run several actions at once.
- When the question is settled, press Resolve. If the customer writes again the conversation reopens by itself.
Replying to an unassigned conversation assigns it to you. While the AI is handling a conversation, Take the chat hands it to you.
Statuses
Section titled “Statuses”| Status | Meaning |
|---|---|
| Open | Needs attention |
| Pending | You are waiting for the customer |
| Snoozed | Hidden until a time you set, or until the customer writes |
| Resolved | Closed by an agent; reopens if the customer replies |
| Closed | Archived automatically after a resolved conversation stays quiet (30 days by default; 1 to 365 days in Settings → Chats) |
| Merged | Joined into another conversation; read-only |
| Spam | Excluded from the queue |
A closed conversation reopens if the customer writes within 30 days; after that a new conversation starts, with e-mail threading preserved in the customer’s mail client.
Channel specifics you will meet early
Section titled “Channel specifics you will meet early”- WhatsApp allows free-text replies only within 24 hours of the customer’s last message. After that only approved templates can be sent; the composer shows a banner and a template picker.
- E-mail replies are threaded by the message headers; attachments up to 25 MB; the agent signature from your profile is appended.
- Telegram conversations cannot be started by an agent; the customer writes first.
Working hours
Section titled “Working hours”Outside the working hours of a site, the widget shows your offline message, routing can hold conversations in the queue, SLA timers can pause and phone calls go to voicemail. Set them in Settings → Sites → Working hours.