Inbox overview

The Inbox is where every WhatsApp and Website Chat conversation lives, whether your AI agent is handling it or a teammate is. Use it to watch what the agent is doing, pick up the conversations it hands over, and reply yourself.

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How the Inbox is laid out

Open Inbox from the sidebar. From left to right you see:

• Folders, grouped under Inbox, Automation, Other inboxes, and Teammates, each with a live count.
• The conversation list, with Search, Filters, and the New conversation button. Each row shows the customer, the last message, delivery ticks for messages from your side, the conversation tag, and an unread counter. If you have several WhatsApp numbers, the last four digits of the business number sit on the avatar.
• The conversation, with a header for the tag, the assignee, and the actions, and the composer at the bottom.
• The customer info panel (Show Info / Hide Info) with a summary, conversation details, and the customer profile.

On small screens the folders move into Filters, and the header actions sit under More actions. Each conversation carries the channel it came from as a small icon on the avatar: WhatsApp, Website Widget, Template (started by a template you sent), or Sandbox (your test number).

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Folders

The Teammates section shows how many conversations each teammate currently has. To see a teammate’s conversations, open Filters and pick them under Agent.

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Who owns a conversation

A conversation is either on Autopilot (the AI agent replies) or owned by a person.

• New conversations start on Autopilot. The header shows AI Assistant as the assignee, and the composer shows Autopilot is On.
• The moment a teammate replies, assigns the conversation, marks it as waiting, or snoozes it, Autopilot turns off and the conversation moves to that person’s Assigned to Me.
• A person can hand the conversation back with AI Assistant in the assignee menu. See Work a conversation.

Every hand-off is written into the conversation as a system line: Conversation was handed over to a human agent, assigned this conversation to, closed this conversation, reopened this conversation. Messages your team sends from the WhatsApp Business app on the same number are marked via WhatsApp app (see coexistence).

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What sends a conversation to Needs Attention

Whenever the AI stops handling a conversation, it lands in Unassigned (and therefore in Needs Attention) with Autopilot off. This happens when: Choose who gets told in Settings → Notifications (Unassigned messages, Handovers). See Profile and notifications. The handover, guard, and AI Manager settings live on the agent: see Capabilities and AI Manager.

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The WhatsApp 24-hour window

WhatsApp only lets a business send free-form messages within 24 hours of the customer’s last message. Popcorn shows where you stand in the composer:

• A countdown chip: To keep the conversation going, reply within…
• Waiting for customer reply when the customer has not written in the last 24 hours.
• Conversation has expired once the window has passed. A plain reply sent after that fails.

In both cases, use Send Template to send one of your approved templates; when the customer replies, the window opens again. See Send a template.

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Open, closed, and reopened

• Close a conversation from the header to move it to Closed. Agents with Auto Close enabled also close their own idle conversations. See Capabilities.
• Reopen brings a closed conversation back to Unassigned, or to Assigned to AI if the AI was handling it.
• When a customer writes to a closed conversation, it reopens on its own: to the teammate who last handled it, or to the AI.

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