📚1. The basics

As an Inbox agent, your view of Inbox may vary depending on how it has been configured. However, key UI elements will always be visible to you.

Navigating feeds and conversations

Feeds list

The feeds list can be found on the left side of your screen. Feeds organize and group conversations and feed items together.

When a new message arrives in a conversation, a blue dot will be displayed on the corresponding feed in the feeds list.

The total count of conversations in a feed is displayed as a number on a badge next to each feed's name in the feed list.

Inside a feed

By clicking on a feed, you can view a list of all of the conversations in that feed. This gives you a quick overview of each conversation before you decide to open it. With this information, you can prioritize your workload and tackle the most pressing items first.

Conversation preview

Before you open a conversation, you can see a preview of the most recent message that was sent.

Avatar

If the message sender has an avatar associated with their contact profile, this will be displayed on the left. For example, if a customer sends a message on Facebook Messenger, their Facebook profile picture will be displayed here.

Channel originator

The channel that the message originated from is displayed as a badge on the message sender’s avatar.

Text preview

For messages that contain text, a preview of the message content will be visible to agents.

For messages that don't contain text, we'll display the type of message instead, such as "Sent an image" or "Sent a file".

Assigned to team

If a conversation has been assigned to a team, the name of the assigned team will be displayed as a label.

Assigned to an agent

If a conversation has been assigned to an agent, the agent’s avatar will be displayed on the right.

Time message arrived

A counter showing the time elapsed since the last message was sent is visible on the right.

For WhatsApp conversations specifically, we display a counter showing how much time remains before the customer care window closes, or a note saying that it is closed.

Conversation details

By clicking on a conversation, you can see more information about that message and its context.

If the conversation is ongoing, you can scroll up to see every message that has been exchanged so far, who sent them, and when they were sent.

If there are previous conversations with a contact, a floating button labeled View all conversations will appear on top of the current conversation. Clicking on this button will allow the agent to view all past conversations with that contact, providing full context and history.

The message composer

The message composer is where you can create and send message content on any channel.

Whether you're starting a new conversation in Inbox or replying to an incoming message, the message composer is where you'll spend most of your time crafting your messages.

Message types

Choose between reply message types, which are sent to the recipient, and add internal comment, which adds an internal note that only other agents can see.

AI-powered suggestions

Using AI-powered suggestions comes with a small charge every time you use it.

Use AI to suggest your replies. Set the tone of your message to default, formal, casual, fun, humorous, assertive, or helpful.

Attachments

You can add a variety of attachments to your messages, such as documents, images, videos, and audio files. Just click the attachment icon in the message composer and select or drag and drop your file from your device.

Attachments must be under 5MB, and the ability to add attachments may depend on the channel the conversation is taking place on.

Message templates

Select and send message templates to quickly respond to common customer inquiries or issues.

Message templates are dynamic, pre-built messages.

Emojis

Add emojis to your messages to personalize them and add a little fun to your conversations.