Work a conversation

Open a customer's conversation in Inbox to read its history and reply through its connected channel account. Other channels or accounts can have separate threads; the customer's other conversations help you follow the wider history.

Find the one you want

The list leads with Most recent. You can also sort by Newest first, which is when the conversation started, or By priority, or Order value. Search matches a name, a number, or the words inside a message. Recurring customer matches contacts with at least two confirmed or completed orders, not necessarily two paid or delivered orders. Select Order value currency when comparing more than one currency. See View customer activity.

Where an inbox spans more than one channel you get channel buttons across the top, each carrying its own unread count. Where it has more than one connected number or account, you get a row of sources instead. Load more conversations brings in the next set and tells you how many you're seeing.

Read and reply

Open a conversation and the history loads, newest at the bottom — Load earlier messages goes further back. Opening it marks it read.

Type in the box at the bottom and press Enter to send; Shift and Enter start a new line. The bar above it shows which number or account the reply goes out from.

The + menu adds:

• Attach from Media Library — one photo, video or file from your workspace media
• Insert saved reply — your team's shared quick replies. Search by title, wording or shortcut, and the text drops into your draft so you can edit it before it goes
• Emoji
• WhatsApp template, on a WhatsApp conversation

To answer one particular message, use its Reply — your reply quotes it, the way it looks on the customer's phone. Pin message keeps one at hand in your own view of the thread; nobody else sees your pins.

Email threads open a different composer: a subject line, formatting, several attachments at once, and Full mode to give the editor the whole width.

See what was sent

The thread can show message buttons, product cards, forms, shared pins and file details. For what each message state means and why some details may be missing, see Read message details.

Let Qyra draft it

The AI button drafts a reply from the conversation, or rewrites what you've already typed. Pick a tone — Professional, Friendly, Firm, Shorter or Grammar fix — and add a one-line brief if you want to steer it. Nothing is sent for you: the draft lands in the box, and you decide.

The panel beside the thread

Activity shows the customer's order summary, waiting cart, orders, open work and history. Order value is separate from payments received or refunds. Customer keeps their contact details, labels, assignee and conversation controls. Media gathers the photos, videos and files exchanged in the thread. Hide the panel with the arrow at its top right when you want the room. See View customer activity.

Keep your list tidy

• Add to favourites puts a conversation in your Favourites queue, and Pin keeps it at the top of your list. Both are yours alone.
• Select turns on checkboxes, so you can mark several read or unread, assign them, or resolve them together.
• Export this chat downloads the thread.
• Clear chat hides the messages from the workspace and permanently deletes the files shared in that chat. It does not remove the customer's copy on their phone, and you cannot undo it from Inbox. Export the thread and save any files you need before clearing; this is not a way to resolve customer work.

When a reply or change doesn't complete

Check your Inbox access and the active channel connection. Inspect the saved message, assignment or status before repeating an uncertain action. A drafted reply has not been sent; channel acceptance is not proof the customer read it. Do not clear the chat to recover a failed send. Continue with Why a reply didn't send.

Related

• About the Inbox
• What each conversation status means
• Decide who handles a conversation
• The WhatsApp 24-hour window
• Turn a conversation into work