Inbox
The Inbox tab is the conversation list on your phone — three filters, what each row tells you at a glance, searching across your conversations, and narrowing the list down to one widget.
The three filters
Three pill tabs sit at the top of the Inbox: My Inbox, Unassigned, and All.
- My Inbox — only conversations assigned to you. Your day-to-day queue.
- Unassigned — conversations with no agent yet, waiting to be picked up. Check this one first when you sit down to work.
- All — every conversation across your whole team, regardless of who it's assigned to.
The list loads more conversations automatically as you scroll, and refreshes itself if you've been away from the app for more than a few seconds.
Reading a row
Each row packs in everything you need before you even open it:
- Avatar — the visitor's photo where one exists, otherwise a generic person icon. A green dot on the avatar means the visitor is online right now.
- Channel mark — a small icon or flag next to the name, showing where the conversation came from:
| Channel | Mark |
|---|---|
| Website chat | The visitor's country flag |
| The Facebook logo | |
| The Instagram logo | |
| Phone call | A green phone icon |
| A blue envelope |
Website chat makes up nearly all conversations, so it deliberately doesn't get an icon of its own — a flag tells you something an icon wouldn't (where the visitor is from), instead of covering the list in one repeated glyph. The other channels are the exceptions, so each gets one fixed color and mark you'll recognize instantly, every time.
- Name or email, and the time of the last activity, on the same line.
- One status line below that — never both at once. An amber "Waiting for a reply" wins whenever the conversation is awaiting a response; otherwise you'll see "Assigned to
<agent name>". - While the visitor is actively typing, an italic "Typing…" replaces the message preview — live, so you know before they've even hit send.
- Conversations that are waiting for a reply and are either unassigned or already assigned to you also get a tinted background and a colored bar down the left edge — the visual cue for "yours to answer," on top of everything else that's simply marked as waiting.
The tab badges
The number on the Inbox tab is unassigned conversations waiting to be picked up. The number on the Visitors tab is how many people are on your website right now. Neither badge shows at all when the count is zero — an empty badge would just be a red dot that means nothing. See Visitors.
Searching
Tap the search icon at the top of the Inbox to open the search sheet. It searches your conversations under one of three scopes:
- Message — the text of the messages in the conversation
- Visitor — the visitor's name, email or other details
- Agent — the agent who handled the conversation
Results update as you type, after a brief pause. Clearing the search box brings the full list straight back.
Filtering by widget
Next to search is the widget filter. It opens a sheet with All widgets at the top, then one row per widget. Pick one to narrow the list down to just that widget's conversations — while a filter is active, the button itself swaps its generic icon for that widget's own, so you can see the active filter without opening the sheet.
The sheet only lists widgets belonging to brands you've been granted access to.
What you can see
Brand access works exactly like it does on the web. If you've only been granted certain brands, you only see their conversations — in every filter and in the widget list. Owners and admins see everything, no matter what. This same rule governs your notifications too: you won't be pushed a message for a brand you don't have access to.
Access is granted per person on the Organizations page.
Opening a conversation
Tap any row to open the conversation. See Conversations for what's inside.
There's no "assign to me" button on the phone — sending a reply is what takes the conversation. The moment you send your first public message, you become the assigned agent.