Unified inbox

The inbox shows every direct message conversation across your connected accounts in one list. Comments are not in the inbox; they are handled by automations and appear on the lead's timeline.

The list

• All, Unread, Starred, Resolved and Archived views, plus a channel filter.
• Each row shows the channel, the last message, the unread count and whether the reply window is still open.
• Keyboard: J and K move between conversations, E resolves, / focuses the reply box.

The thread

Messages, media, reactions, delivery and read ticks, and a divider at the first unread message. Replies you send from the Instagram or WhatsApp apps on your phone show up here too, so the history stays complete.

Replying

• Reply window. Meta allows a business to send ordinary messages for 24 hours after the person's last message. The thread shows how long is left. When it has closed, Instagram and Messenger cannot be messaged until the person writes again; WhatsApp can, with an approved template from the picker.
• Saved replies. Type / in the composer to insert one. Manage them in the composer's saved replies panel.
• Attachments. Upload from your device or pick from the media library.
• Private notes. Visible to you and your team only, never sent.

The bot pauses when you reply

Sending a reply from the inbox pauses the AI bot and any running automation for that person, so you never talk over your own automation. The lead panel on the right shows the pause and a Resume button.

The details panel

Profile photo and handle, lead stage, tags, custom fields, and the needs-attention state. Everything you change here is the same lead record the pipeline shows.

Plans

The inbox is available on every plan.