Inbox
Where your team handles real conversations
Every conversation your bots have, on any channel, shows up in the Inbox. It's shared across your workspace, so any teammate can see and act on any conversation.
Bot vs. human
A conversation starts with your bot (or AI Agent) answering automatically. When a flow's Handoff card runs, or an AI Agent can't help, the conversation is routed to your team and appears ready to claim in the Inbox. From there, a teammate can reply directly, on whichever channel the customer is using, WhatsApp, Instagram, or the web widget, without the customer needing to do anything differently.
Contacts
Everyone who's messaged one of your bots becomes a Contact, with default fields (name, email, phone, WhatsApp name where available) and any custom attributes you've defined for your workspace. A returning customer is recognized as the same contact across conversations on the same channel.
Groups and tags
- Tags let you label contacts (for example,
viporneeds-followup) and filter or search by them. - Groups are saved sets of contacts, built from conditions on their attributes or tags, used as the audience for a broadcast or drip campaign. A group with no conditions matches every contact, useful, but worth double-checking before you use one to send something.
Saved Replies
Common responses your team sends often can be saved once and reused, so an agent doesn't retype the same answer to the same question every time.
CSAT
After a conversation, a bot can prompt a WhatsApp customer for a quick satisfaction rating, giving you a simple, ongoing read on how conversations are going.
Broadcasts and Drip Campaigns
- A Broadcast sends one WhatsApp template message to a whole Group at once, for reaching customers outside the 24-hour messaging window.
- A Drip Campaign sends a scheduled sequence of messages to contacts automatically as they're tagged, useful for onboarding sequences or gradual follow-ups.
Both are WhatsApp-only today, since Instagram has no equivalent of an approved template that can reach someone outside their own messaging window.
Analytics
The Inbox's analytics view shows conversation volume, response times, and tag/group breakdowns, so you can see how your team and your bots are actually performing over time.