Inbox

What this area is for

Chats brings customer conversations from the workspace's connected accounts into one screen. You can read a conversation, reply through its original account, and work with the participant's linked CRM contact.

Inbox availability depends on the connected account, the network's messaging support, and your access. A channel that supports publishing is not necessarily an inbox channel. The platform names in the filter come from the conversations actually returned; they are not a promise that every connected network supports messages here.

Pages in this area

This overview explains the conversation list, read states, customer card, and availability limits.
Read and reply to a conversation covers sending a reply, adding an internal note or task, and handling failures.

Find and open a conversation

Open Chats at /inbox. All conversations shows the conversations that loaded for your workspace.
Enter a participant name or words from the latest message in Search conversations…. The search filters the loaded list; it is not a search through every message in the full thread history.
If conversations span more than one platform, use All channels to show a particular platform. Clear the search and return to All channels to remove both restrictions.
Select a conversation. Its participant name and, when available, the connected account's username appear above the messages. Check these before replying, especially when a person messages more than one business account.

On a wide screen, the list, conversation, and Customer card appear beside each other. On a smaller screen, opening a conversation replaces the list; use Back to conversations to return. The first conversation can be selected automatically on a wide screen. Changing a filter does not necessarily close a conversation you already opened.

What the conversation list shows

Item	Meaning
Participant name or identifier	Who the provider reports as the other participant. A missing name can be replaced by their identifier.
Preview	The latest message's text, or Attachment when the provider reports an attachment-only preview.
Platform icon or name	The network that supplied this conversation. An unfamiliar network can appear by name rather than an icon.
Time or date	The conversation's update time, formatted using the workspace time zone.
Unread number	The number of messages reported as unread for this conversation.

Unread counts are acknowledged when the conversation is actually visible, not merely selected behind the list on a phone. After the read acknowledgement succeeds, the badge clears. If that acknowledgement fails, the conversation remains readable and the badge can remain. An unread badge is not a delivery receipt for a reply you sent.

Messages are grouped by day and show times in the workspace time zone. Incoming attachments may display an image or an attachment title; the reply composer itself sends text, not a new attachment upload.

The customer card and CRM

The Customer card can show the participant's network, account, available profile link, and permitted CRM details. View profile appears only when a link is available.

Save as contact saves a conversation participant as a CRM contact when the required identifier, supported contact channel, and permissions are available.
Open contact opens the existing contact. If the save detects an existing record, open that record rather than creating another one.
Phone, email, and tags depend on the saved record and your access. Seeing a participant in Chats does not grant access to another person's private contact details.
How did they find us? can appear for a contact saved from this screen when you have the required editing access.
Internal note and Task write to that linked CRM record. They do not send a message to the customer. Only Reply sends a customer-facing response.

On smaller screens, the save-contact action is also offered near the composer when appropriate; the full customer side panel is not displayed.

Available now and coming soon

Reading existing conversations, sending text replies, and permitted CRM notes and tasks are available. New message, Scheduled send, and Active automations are marked Coming soon. They are not controls for starting a new conversation, scheduling a reply, or configuring an inbox automation today.

If something goes wrong

Symptom	What to check
No conversations yet	Check the workspace and its connected accounts. There may be no conversations returned by the supported messaging channels yet; this is not evidence that every network has no messages.
No conversation matches that search.	Clear the search and channel filter before concluding a conversation is missing.
A warning says a platform could not load	The visible list can be incomplete even when other channels loaded. Check that account's connection and access before reloading the page.
We couldn't load your conversations.	The list failed to load. Check your connection and reopen the page; do not treat the empty list as a confirmed absence of messages.
You no longer have access to this account.	Ask the account or workspace owner to restore the appropriate access, or use an account you are allowed to use. Reload after access is restored.
Notes or tasks are unavailable	Wait for the contact lookup, save or open the CRM contact, and check the relevant contact permissions. Conversation access and CRM editing access are separate.