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The Inbox is where you manage all your customer conversations in one place. It centralizes every message related to a customer — from the customer, from agents, from campaigns, from Sofia AI, and from auto-replies and automations — so your team always has full context without switching tools.

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Tour of the interface

The Inbox is split into three zones: the conversation list on the left, the active conversation in the center, and the customer panel on the right.
1

Conversation list (left)

Browse and find conversations.
  • Search by customer name or phone number.
  • Unread messages appear in bold.
  • Each row shows a preview of the last message.
  • See the ticket number, status, and topic for every conversation.
2

Active conversation (center)

Read the full history and reply.
  • View the complete chat history, including delivery errors.
  • Send messages, templates, files, emojis, or audio.
  • Open a ticket while you reply, without leaving the conversation.
3

Customer panel (right)

See who you’re talking to and manage the conversation.
  • View the client’s name and profile.
  • See the assigned agent.
  • Manage tags.
  • Toggle automations on or off.
  • Assign the ticket.