About the Inbox

The Inbox is where your team reads and answers customers, whether they wrote on WhatsApp, SMS, email, your website chat, Instagram, Messenger or Telegram.

How a message gets here

Each connected number, account or website is a source. When it is assigned to an Inbox, messages through that source land there. If it has not been assigned yet, Qcom keeps the messages in Unassigned and waits for your team — neither a bot nor Qyra answers them automatically.

A returning message is matched using the customer's identity and the connected channel account. Messages to different numbers or accounts can belong to different threads even on the same channel. Another channel is a separate way of reaching the customer; use their other conversations to see the wider history.

If you later move a source to another Inbox, its active conversation and history follow on the customer's next message. Closed or resolved conversations stay where your team handled them.

Finding your way around

The rail on the left is your map:

• Overview — every inbox you have, and what's waiting in each
• All conversations — everything, across every inbox
• Tickets — the follow-up work raised out of conversations
• Queues — New, Assigned, Closed, and Spam. Anything flagged as spam is kept out of your main list
• Personal — Assigned to me, Favourites and Pinned, which are yours alone
• Labels — your own words for the conversations you want to find again
• Inboxes — go straight to one inbox and see only its conversations

Open one inbox and you also get its own Overview, Tickets and Analytics.

Labels

Labels are how you group conversations by anything you like — a promotion, a problem, a location. Create one with a name and a colour, then add it to a conversation from the panel beside the thread. Renaming one changes the label in this list without changing what the conversations already carrying it were given, and you can archive a label you've finished with.

Who can see what

Workspace owners, admins and managers see every inbox. Everyone else sees the inboxes that are open to the whole team, plus any private inbox they've been added to.

Access is set per inbox, not per conversation. Everyone who can open an inbox sees all of its conversations; there's no setting that limits someone to only the conversations assigned to them. Assigning a conversation decides who works on it, not who can see it.

Most businesses share one inbox and use assignment: each conversation goes to the person handling it, and everyone can filter to their own. Each channel, such as a WhatsApp number or an Instagram account, belongs to one inbox, so people who answer the same number see the same conversations. A private inbox only keeps people apart when they use different channels, for example a second branch with its own WhatsApp number.

Members of an inbox can also be marked Agent, Manager or Viewer. That's what decides who's told when a conversation is escalated — a Viewer is never paged about one. What someone can actually do in the Inbox comes from their workspace role and their Support permission.

Handing a conversation to someone else is a separate permission again. Owners, admins and managers can always do it; for everyone else it's a setting on their team profile, switched on unless someone turns it off.

When a conversation is missing

If a conversation is missing, check the Inbox, connected account and list filters first. If you cannot open a private Inbox, ask an owner or admin to check your membership. If loading fails, retry the view rather than assuming no customer has written. Start with Work a conversation.

Related

• Work a conversation
• What each conversation status means
• Decide who handles a conversation
• Turn a conversation into work
• Why a reply didn't send
• Connect a channel to your inbox
• Manage inbox sources