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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 keep their details in one place.
  • View and edit the customer’s profile.
  • Add notes about the customer.
  • Review the customer’s ticket history.
  • See connected details like their Shopify profile.
Actions like managing tags, assigning the ticket, and toggling automations live in the conversation’s top action bar — see Managing tickets.

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What you can do in the Inbox

Beyond reading and replying, the Inbox gives your team the tools to find the right conversations, handle tickets end to end, and keep every customer’s context in one place. Here’s where each task lives:

Find conversations

Filter by campaign, status, tags, topics, channel, and ticket number — plus search and saved views.

Work a conversation

Reply with text, templates, quick replies, files, audio, emoji, and reactions.

Manage tickets

Open, assign, resolve, reopen, set topics, pause automations, and read the AI summary.

The customer panel

View and edit the customer’s profile, add notes, and see ticket history.
Looking to change how the inbox behaves for your whole team — routing, ticket automation, surveys, topics, or tags? Those live in Inbox Settings.