The Inbox is every WhatsApp conversation between your centre and its customers. Your AI bot answers automatically; you can step in whenever a human is needed.
When you'd use this
- A customer is chatting on WhatsApp and you want to read or join in.
- A conversation is waiting for a human reply.
Reading conversations
- Open Inbox → WhatsApp from the sidebar.
- Conversations are grouped: a "Waiting for reply" section (paused chats, with a count) sits above "All conversations". Use the search box to find a person.
- Each thread shows a status badge: "AI Active" (the bot is handling it), "Human Active" (a person has taken over), or "Waiting for reply".
Taking over and handing back
- Open the conversation.
- Press Take Over (top-right). The bot stops auto-replying and you can type. While the bot is active the message box is disabled with "Take over to reply manually".
- When done, press Release to AI to hand it back.
Other channels
- Email and Telegram inboxes appear in the menu but are Coming soon — they aren't active yet. WhatsApp is the live channel.
Tips
- Take over for anything sensitive, high-value, or where the bot is going in circles, then release once it's resolved.
Troubleshooting
- WhatsApp isn't connected: the Inbox shows "WhatsApp isn't connected yet" with a Go to WhatsApp Setup button — see whatsapp-setup.md.
- Bot repeats an old wrong answer in a live chat: that conversation is anchored to it; take over and correct the customer directly.