Inbox

The Inbox brings together conversations from WhatsApp, Telegram and the web chat into a single mailbox. The bot answers on its own; the Inbox is where you step in when a conversation needs a person.

Conversation statuses

Every conversation has a status that reflects who is being waited on:

• Pending: nobody has taken it yet.
• Waiting on customer: you replied and it is waiting for the customer to write back.
• Waiting on team: the customer wrote and someone needs to reply.
• Resolved: done.

In the list you can filter by status, with a count for each; filters at zero are hidden.

Resolve, archive and delete

• Mark as resolved (and Reopen a resolved one) is available in the detail view and in each row's menu. If the customer writes again, the conversation reopens by itself. You can also do it with several conversations at once: enter selection mode, pick the rows and apply the action.
• Archive removes the conversation from the main list. The Archived filter only appears if there is at least one, and from there you unarchive it.
• Delete (owner and manager only) permanently removes the conversation with all its messages and attachments. The customer and their tasks remain; if the customer writes again, a new conversation starts. The dashboard asks for confirmation and warns about pending deliveries. Every deletion is recorded in the audit log.

Customer context

Opening a conversation shows a side panel (a sheet on mobile) with the customer context: their details, a summary of their visits, tags and notes, and their upcoming and recent tasks, which open the task dialog. Whatever is empty stays hidden.

From there you can also create a task with the customer preloaded (and the service from their last task, if it is still active). If they already have a similar upcoming task, the dashboard offers to open it before creating another one.

Staff only see the channel, the status and the tasks they can already see: they never see money. The owner and manager read the full profile.

Summarize with AI

The Summarize button (in the conversation's context) uses AI to write a short summary: what the customer asks, what they were answered and what is pending, in three to five bullets. Phone numbers and emails are masked, and the text is for reading: confirm it in the conversation before acting on it.

• It is generated only when there are new messages; if nothing changed, the saved summary shows without spending AI again.
• Next to the summary's date, Update appears when new messages arrived.
• It consumes your plan's AI quota and respects the emergency pause: with AI paused or out of quota there is no button, just the notice.

Permissions

When a conversation is handled by a person, the bot pauses on it: see The bot and AI.