The Inbox is where every message from every connected channel lands. These controls narrow it down to what you need right now.
- Open Inbox in the menu. The list is headed Conversations. Until you open a conversation, the right side shows Needs you now, Where they are waiting, Who has them and The week.
- The row above the list filters by channel. All shows everything; each platform (Instagram, WhatsApp, Messenger, Website, Telegram…) shows only its own. If you have several accounts on one platform, its button opens a list: pick one account, or all of them.
- The tabs All · Open · Pending · Closed filter by status and show how many each holds.
- Click the unread bar to see only unread conversations. Read all asks Mark all read? and then marks every unread message in the current channel selection as read — closed conversations included.
- Type in Search conversations… to search names, @usernames, messages and channel names. Ctrl+K (Cmd+K on a Mac) opens a larger search across conversations, customers and message text.
- Save a filter you use every day. Next to Views, press +, give the view a name and an emoji, choose Just me or Whole team, set Status, Platform, Unanswered, Snoozed or Locked, and press Create.
Good to know
- A row shows waiting 12m once the customer has written last and nobody has answered for five minutes. It turns red after a day.
- The newest message puts a conversation on top, whoever wrote it.
- Whole team views can be made by owners, admins and managers.
- The bell next to Conversations lists your own reminders.
- Agents see only the channels their admin gave them.