Using the shared inbox

The Inbox is where you handle every customer conversation. WhatsApp, Instagram and Messenger each have their own view — pick the channel in the sidebar (the Instagram and Messenger views appear once you connect those channels). Each channel keeps its own unread badge.

The conversation list

• Filters — All, Autopilot (bot-handled), Manual (you're replying), Active (replied within the active window), Inactive (within 24h), Closed (past 24h), New and Repeated customers.
• Search — by customer name or phone.
• Each row shows the channel icon, name, a preview, the unread count, the bot status, and a relative time. Unread chats get a blue accent bar.

The chat pane

• Header — customer name, phone, the bot control (Autopilot, or "You're replying") and a live-connection dot.
• Messages — oldest first, with day separators; scroll up to load older messages.
• AI draft — when the assistant suggests a reply you get Send, Edit and Dismiss.
• Composer — type a reply (Enter to send, Shift+Enter for a new line); the lightning icon opens quick replies.
• Bot control — "Take over" pauses the bot for that chat; "Resume" hands it back.

Quick replies & the messaging window

• Quick replies — saved canned messages; add one with a title (40 chars) and body (1000 chars), then click to insert. They work on both channels.
• 24-hour window — WhatsApp, Instagram and Messenger only allow free-form replies within 24 hours of the customer's last message. After that the chat shows "closed": on WhatsApp send an approved template; on Instagram and Messenger a human reply can still go out for up to 7 days (the HUMAN_AGENT window) — typing in the inbox uses it automatically.

Instagram conversations

Instagram DMs, story replies, story mentions, shared posts and comments all land in the Instagram view (a comment opens a one-time private reply, then continues as a normal DM). The thread is Instagram-aware:

• Rich messages — photos, shared posts/reels and "replied to your story" / "mentioned you in their story" render as cards, not plain text.
• Reactions — a customer's ❤️ reaction appears on the message bubble.
• Seen & typing — opening a thread marks it "seen" for the customer and your typing shows a typing indicator; when the customer reads your message it gets the blue read tick.
• AI replies — the assistant answers Instagram DMs too, with tappable quick-reply chips and shoppable product cards (see Automating replies).