Messages
Home → Messages (/inbox) is the shared inbox. Email, Telegram, WhatsApp, Facebook, and Instagram conversations land in one list when those channels are connected. The demo shows a thread list and a message pane, including a LUA AI thread and a conversation with a teammate.
Use it to answer a customer without switching apps. Use Marketing for a broadcast. Use Call Center for phone calls that are logged rather than typed.
What you can do
- Select a conversation in the list. Unread ones stay marked until you open them.
- Read the thread and reply in the composer. The reply goes out on the same channel the customer used.
- Assign the conversation or move it to your department when several people share the inbox.
- Add an internal note when your role allows notes. Customers do not see internal notes.
- Open the linked contact to see balance, visits, and documents. If the sender is not a contact yet, create one from the conversation when you may create contacts.
Channels that are not connected simply do not appear. Connect them under Integrations. A role can also hide one channel (email, Telegram, WhatsApp, Facebook, or Instagram) even when the company uses it.
First response time
Settings → Configurations → Messages sets how many hours the team has for the first reply: 1, 2, 4, 8, 12, 24, 48, or 72. The demo uses 1 hour. A conversation that waits longer is marked overdue. That clock is for the first answer, not for every later message.
AI replies
If an AI knowledge base is connected to the inbox, the assistant can draft or send an answer from documents you marked for customer replies. Documents marked “internal only” are not used for those replies. Test the answers on Test AI before you rely on them.
Permissions
| Right | Effect |
|---|---|
| Conversations: view, create, edit, delete | Open, start, update, or remove conversations. View and edit can be limited to your own or your department |
| Internal notes | A separate on/off. Without it you can still reply to the customer, but you cannot write staff-only notes |
| Channel connections | View, create, edit, and delete the connections. Usually limited to administrators. The connections themselves are edited under Integrations |
| Hide a channel | Removes that channel from this user |
Tips and common problems
- A channel is missing because it is not connected, or your role hides it.
- The customer did not see your note because it was an internal note. Use the reply box for anything they should read.
- Overdue appears even though you answered yesterday: the first reply was later than the configured hours. Later replies do not clear that first-response mark.
- You cannot start a conversation on a channel you are not allowed to create.