Inbox

The inbox (/workspace/<workspace>/agent) is where your team answers every conversation from every channel of the workspace. Each conversation is one contact on one channel; the list updates live as messages arrive.

Views

Narrow any view with All channels, All tags and Filter, and search by name, number or message.

Select several conversations

Pick conversations in the list to change them together, so you can clear a backlog at once.

The selection bar then offers Resolve, Mark as read and More actions: Assign, Status, Snooze, Priority, Add tag, Remove tag and plugin commands (up to 50 conversations). Plugin commands run on the picked conversations that have the metric they need. More than 50 conversations ask you to confirm first, and the bar shows progress while they change.

Undo in the message afterwards puts changes back, including the unread count and the original snooze time; cleared notifications stay cleared. Mark as read has no undo. If some conversations can't change, the message says how many and why, and the rest can still be undone.

• Resolving from the selection bar doesn't send the satisfaction survey.
• Resolve and Mark as read stop reminders for those conversations, clear their notifications and cancel reminder emails still queued for the workspace's members. Other chats from a canceled email come back in the daily reminder.
• A new message or a list reload doesn't change your selection. Changing the view, filter or search clears it.
• Mark as read only marks them read in Beamvia, so the customer gets no read receipt.

A conversation

• Assign to me, or pick someone under Team, an AI agent under AI agents, or Unassigned.
• Take over: when the AI or a plugin is answering ("The AI is answering this conversation"), take it so your replies aren't crossed.
• Status: Open, Pending, Snoozed until (Snooze for 1, 4, 24… hours) or Resolved. Reopen brings it back. A new customer message reopens a resolved conversation.
• Priority: None, Low, Medium, High or Urgent.
• Tags: from Settings › Tags. Suggest lets AI propose tags; Apply suggested adds them.
• Show details: the contact, AI memory, tags, a Summary (press Summarize), the customer's mood (Positive, Neutral, Upset), the rating, and plugin panels.
• Notes: notes about the contact shown at the top of the chat for everyone on the team.
• Delete conversation: keep the contact and forget the AI memory, or delete the contact too.

The thread also shows activity lines: who took over, status and priority changes, ratings, AI API calls (open one to see the request, response and log; secrets are hidden, kept 30 days), and why the AI stayed silent.

View images and videos

Click an image in a chat, or the expand button on a video, to open it full screen. You can move through every image and video in the conversation in order, and older ones load as you go back. The Command Center and phones use the same viewer.

The top shows your place, such as 6 / 340. The bottom shows who sent it, when, and its caption. Items in a private note are marked Private note. Stickers stay in the chat.

Videos play with their own controls when you press play, and stop when you move to another item. On a video, the sender and caption move to the top so they don't cover the controls. Thumbnails and arrows are hidden on phones to leave room for the image.

Composer

• Type and press Send; Attach files (or drag them onto the chat); reply to a message with Reply or react with React.
• Private note: a message only your team sees.
• Type / for commands:

Unsent messages wait in an outbox: Uploading, Sending…, Not sent with Retry or Discard. Offline, they send when you're back. On a message, Translate shows it in your language and voice notes show their Transcript.

AI assist (suggest, reply suggestions, rewrite, translate, summary, sentiment, tag suggestions) needs a plan with AI assist and uses AI tokens.

Reply suggestions

Reply suggestions show the replies you're most likely to send next, strongest first, above the reply box. Bars on each one show how likely it is. They cover different outcomes, such as "Sudah diproses ya kak" and "Kak, transaksinya gagal", so some may not be true: check the real result, then pick the right one.

Suggestions appear in an open chat after any new message, including your own reply and private notes. They're hidden while you write a draft or a private note, while AI or a plugin handles the chat, when it's Snoozed or Resolved, when its channel is disconnected, and when you're looking at older messages.

If a new message arrives, or a teammate sends one first, nothing goes out and you see This chat just changed.

On an inbox list row, hover and click ✦, or press S on the focused row, in the inbox or the Command Center, to get the same suggestions without opening the chat. Open chat takes you there. A row sends right away, so if you're offline it fails instead of waiting in the outbox.

Each new suggestion set uses AI tokens, so an exchange can use them twice: after the customer's message and after your reply. Chats nobody opens use none. They follow your Brand, and they use live data from plugins that supply it, such as an order's status. A workspace can turn them off in Settings › AI.

Who answers

Every new customer message goes through these steps, in order:

1. Duplicates are dropped (providers sometimes deliver a message twice).
2. A reply to the satisfaction survey is recorded as the rating, and nothing else runs.
3. Plugins: the plugin handling the conversation answers, or the first plugin that claims it (store bots, surveys).
4. Auto replies: the first matching rule answers. Its Afterwards can stop here, hand over to the team, or pause or resume the AI. See Auto replies.
5. AI agent: if an AI agent handles the conversation, it answers. A burst of messages gets one answer.
6. Otherwise the conversation waits for your team.

New conversations start with the channel's Default handler (the team, a division or an AI agent). See Channels.

Tags and canned responses

• Tags (Settings › Tags): a name and color. They label contacts and conversations to filter and route them; deleting one removes it everywhere.
• Canned responses (Settings › Canned responses): a Shortcut and a Message. Typing /shortcut in the composer inserts it.

Satisfaction survey

Turn on Satisfaction survey in Settings › General. When a conversation is resolved, the customer gets your question and answers 1–5 (with an optional comment). Resolving several at once, from the selection bar or the Command Center, sends no survey. The rating shows in the conversation and in Analytics.

FAQ

Can a reply suggestion be wrong?

Yes. It can suggest an outcome nobody has checked, unless a plugin supplies the real status, so always check before confirming. Nothing is sent until you confirm.

Why is an image missing from the viewer?

The viewer only shows files still saved in your storage. A customer's file is removed after 7 days at most; use Retry on its message to fetch it again. See Channels › Customer files.

Why won't an image or video open?

Your browser may not support its format. HEIC photos only show in Safari, and some video formats don't play in every browser. The viewer says Can't preview this image or Can't play this video, and you can still press Download.

Can I see older images without scrolling up the chat?

Yes. Open any image or video and go back: older ones load by themselves, with the text messages skipped. Go to message takes you to that point in the chat.

How do I resolve every conversation at once?

Open the view, press Ctrl/⌘+A, choose Select all matching if it shows, then press Resolve. Up to 1,000 conversations change at a time, and customers don't get the survey.

Can two people answer the same conversation?

Yes, but assign it so customers get one voice. The thread shows who is typing.

What does Pending mean?

You're waiting on the customer or on something else. It stays in the inbox, apart from open conversations.

Can the customer see private notes?

No. Notes and activity lines are only for your team.

Why didn't the AI answer?

Someone took over, an auto reply stopped or paused it, the AI chose not to reply (nothing to answer), or the workspace ran out of AI tokens. The thread says which.