Using the inbox
Work every conversation from one screen — the list on the left, the exchange in the middle, and the contact record on the right.
The inbox is your main workstation. Every message your customers send — on WhatsApp, Instagram, Messenger, TikTok or the web widget — lands here, in one list, whichever channel it came from.
The screen is three panels: the conversation list on the left, the open exchange in the middle, and the contact record on the right.
Read the conversation list
Each row in the left-hand list carries more than a name. These are the signals worth knowing:
| Indicator | What it tells you |
|---|---|
| Channel icon | The badge on the avatar shows where the conversation came from: WhatsApp, Instagram, Messenger, TikTok or the web widget. |
| Lead status | New, Warm, Hot, Converted or Customer. Assigned automatically by the agent as the conversation develops. |
| Country flag | Detected from the customer's number — useful for anticipating the language and the delivery zone. |
| Phone-collected marker | The contact gave their phone number in conversation, so you can find someone to call. |
| Double tick | The message was delivered and read, the same convention as WhatsApp. |
Reply to a customer
When AI Autopilot is on, the agent answers on its own and you do not need to do anything. Turn it off on a single conversation to take over that customer without stopping the agent everywhere else — see AI Autopilot.
If you write the reply yourself, the writing assistant drafts and rephrases it in your agent's tone.
Use the contact record
The right-hand panel gathers everything known about the customer: phone number, address, history, tags and lead status.
A collected number is what makes a contact reachable by phone and eligible for WhatsApp campaigns. Use the phone-collected filter to find those contacts quickly.
Three shortcuts at the top right open the contact's details, their tickets and their orders without leaving the conversation.
FAQ and troubleshooting
A conversation is missing from the list
Check the filters first — Unreplied hides everything that has already been answered, and the date filter narrows the range. Clear both and the conversation should reappear. See Filters and sorting.
Why does a message show only one tick?
One tick means the message left Unifunl but has not been delivered yet. That is usually a temporary network condition on the customer's side. Two ticks mean delivered and read.
Can two people work the same inbox at once?
Yes. Every member of the workspace sees the same conversations. Turning AI Autopilot off on a conversation applies to that conversation for everyone, so agree with your team who takes over before you switch it.
What's next?
Now that you can work a conversation, decide how much of it the agent should handle on its own.