Inbox: all chats and comments in one place

Customers write wherever it suits them: a comment on Instagram, a message to your Telegram bot, a chat on your website. The Inbox gathers all of it into one queue so nothing gets lost and anyone on the team can answer.

Where to find it

Open All apps → Omnichannel Inbox. The menu has Overview, Inbox, Contacts, Knowledge Base, Automations, Tables, Live Chat Widget, Reports and Settings.

Which channels come in

TikTok, LinkedIn, Pinterest, Reddit and Odnoklassniki do not send messages or comments to the Inbox.

Connect channels

1. Open Settings in the Inbox app and go to Sources.
2. Click Connect Channel (or Manage Channels if you already have some). The connection page opens on the messaging tab: choose Telegram bot, live chat, Discord, X, Threads, Bluesky, Mastodon, YouTube, Facebook, Instagram, WhatsApp, email or SMS.
3. Back in Sources, switch each account on or off for the Inbox and set its priority: low, normal, high or urgent.

Working with conversations

1. Open Inbox. Use the filters: Open, Unread, Mine, Unassigned, Assigned, Overdue, Snoozed, Resolved, All. You can also filter by channel and by type (comments or messages), search, and save the current filters as a view.
2. Open a conversation and reply. Use Quick replies for standard answers.
3. Click Assign to (or Assign to me) to hand it to a teammate, and raise the priority if it is urgent.
4. Leave an Internal note for colleagues; type @name to notify someone.
5. Click Resolve when the question is closed, or Snooze to come back to it later. Remind me if no reply brings it back if the customer goes quiet.

The side panel has the customer’s profile, Make a summary for long threads and Merge another dialog when the same person wrote from two places. Messages in other languages can be translated.

AI replies

Click AI reply to get a suggested answer based on your Knowledge Base, then send, edit or Adapt with AI. AI runs only when you ask for it. To let AI answer by itself in chosen channels, see Knowledge base: let AI answer from your materials.

Contacts

Everyone who writes gets a card in Contacts with the channel and history. Add tags there, for example “VIP”, “Lead”, “Wholesale”, to filter people later. People found by the Chrome extension also land here.

Reports

Reports show first response time, questions closed, the busiest hour and channel, customer satisfaction, and results by channel and by agent. Satisfaction comes from a rating after a conversation is resolved.

Tips

• Answer comments in the first hours, when most people see them.
• Turn repeated questions into Knowledge Base articles.
• Leave routine to chat flows: greetings, lead magnets, booking.

More: the unified inbox and WhatsApp.