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  1. 1.The conversation list
  2. 2.Statuses
  3. 3.Inside a conversation
  4. 4.Messages
  5. 5.The message box
  6. 6.Common questions
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The inbox explained

How the Conversations inbox works: statuses, channels, filters, notes from the assistant, and turning the assistant on or off per conversation.

4 min readRole: Administrator or higherAI Assistant & inboxUpdated October 25, 2026
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Conversations in the sidebar is your shared inbox. Messages from every connected channel land here: live chat, WhatsApp, Messenger, Instagram, Telegram, Twilio, BlueBridge and email. The AI assistant and your team reply from the same place.

Administrators, Super Administrators and the Owner can use the inbox. Team members with the User role don't see it.

The conversation list

The left side lists conversations, newest message first.

  • Search with Filter conversations... finds conversations by the client's first name, last name, email or phone.
  • Filter by status, the funnel button, shows Any Status, In Progress, Needs Attention or Resolved.
  • Messages is the only tab in use. Comments and Calls are shown but not available yet.

Each row shows the client's name, the channel, for example via WhatsApp, and a preview of the latest message. Conversations where the assistant is turned off are marked Assistant Disabled.

Statuses

StatusWhat it meansHow it's set
In ProgressThe conversation is open. The assistant replies if it's turned on.A new conversation starts here. A new client message or a message from your team moves a resolved conversation back to In Progress.
Needs AttentionThe client needs a person. The assistant stays silent, even when the client writes again.The assistant sets it when the client asks for a person, sends two off-topic messages in a row, wants a change your policies don't allow online, or asks something it can't answer. You can also set it yourself.
ResolvedThe conversation is done.The assistant sets it after a goodbye, or after it books, reschedules or cancels an appointment. When a payment link is still open, the conversation stays In Progress. You can also set it yourself.

A client message doesn't clear Needs Attention. Only a reply from your team or a manual status change does. A red bar above the message box reminds you that the conversation needs your attention.

Inside a conversation

The header shows the client's name and phone number or email, with an icon for the channel.

  • Click the name to open Update Contact Details and fix or add the client's name, email or phone. The assistant also fills these in when the client shares them.
  • The info button opens Conversation Details, with the status and how long it has had it, plus the client's contact details.
  • The menu button (three dots) has:
    • Set Status: In Progress, Needs Attention or Resolved.
    • Assistant: Enable or Disable the assistant for this conversation only, or Trigger it to answer the latest client message now.
    • Delete: removes the conversation.

Messages

Client messages are on the left. Replies from the assistant and your team are on the right. Assistant replies carry the assistant's name and a sparkle icon. Photos, videos, voice messages and files show inline.

Small notes between messages show what happened, for example:

  • Assistant booked an appointment.
  • Assistant changed status from In Progress to Needs Attention.
  • Member disabled the assistant.
  • Assistant did not reply due to insufficient credits.

Hover an assistant reply to see its time. Super Administrators and the Owner also see a pencil button to correct the reply.

The message box

Type a reply and press Enter to send it, or Shift+Enter for a new line. The client receives it on the same channel they wrote from. While you type, live chat clients see that someone is typing.

When the box is empty, the sparkle button asks the assistant for a suggested reply.

If more than 24 hours have passed since the last message in the conversation, the message box is hidden. See I can't reply to a conversation.

Common questions

It won't send a reply it was still writing once you've replied. When the client writes again, it answers as usual. To keep it out, disable the assistant for that conversation.

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