Using the Inbox

Conversation Basics

The Inbox automatically captures every incoming customer message, whichever channel it arrived on. You do not need to check each platform separately: if a customer replies to a campaign SMS and then writes on WhatsApp, both land in the same thread against the same contact record.

• SMS replies to campaigns or broadcasts
• Direct two-way SMS conversations
• WhatsApp, Messenger, Instagram, Telegram and Viber messages
• Replies to emails sent from the platform
• Full history per thread, kept alongside the rest of the contact data

Managing Conversations

Organise the inbox with filters and assignment, so two agents never reply to the same customer at once:

• Filter by status: Open, pending, or closed conversations
• Assign to team: Route conversations to specific members, with history visible to everyone
• Search: Find conversations by contact name, phone number or message content
• Bulk actions: Close multiple conversations at once after they are resolved
• Live updates: New messages appear without reloading the page

Replying to Messages

Your replies are sent automatically via the optimal provider, based on your routing rules:

• Type your reply in the message composer, with an SMS preview
• The message goes out through your configured provider, with no manual route picking
• Delivery status is tracked live, with carrier DLR confirmation
• Full conversation history is kept, including failed messages and the reason they failed

AI-assisted reply suggestions

For long or repetitive conversations you can ask for a reply suggestion generated from the real conversation transcript. The feature runs only when you explicitly ask, never automatically, and the suggestion is always editable before sending — nothing reaches a customer without a human confirming it. What is sent to the AI provider is described in the Privacy Policy, in the section on AI-assisted features.

Best practices for teams

A few simple rules that cut response time and avoid awkward situations:

• Assign the conversation before replying, so two colleagues do not write to the same customer in parallel
• Close the thread once resolved, so the inbox reflects remaining work rather than all history
• Configure keyword auto-replies for the questions that repeat daily
• Check the contact record before replying: see which campaigns they received and whether they opted out
• Honour opt-out requests raised inside a conversation, even when they do not use the word STOP