Using the Inbox
Find conversations, reply with text, media and templates, assign chats, and work alongside the AI.
The Inbox is where your team talks to customers. Chats from every connected channel arrive here, each with a badge showing where it came from.
Find a conversation
- Search with the box at the top of the list, for example by the customer's name.
- Filter by status: All, Unread, Open, Pending or Closed.
- Filter by Tags, Company or Channel to narrow the list. Click Clear all to reset.
Conversation status
Use the Status menu at the top of a chat to keep the Inbox tidy:
| Status | Use it when |
|---|---|
| Open | Someone needs to reply |
| Pending | You're waiting for the customer, or for information from someone else |
| Closed | The conversation is finished. It reopens if the customer writes again |
Reply to a customer
Type in the box at the bottom and press Enter, or click Send. From the composer you can also:
- Attach media: photo, video, document or a Voice note (click the microphone, then Stop and attach).
- Templates: send an approved WhatsApp template. You need one after the 24-hour window closes.
- Quick replies: insert a saved answer. See Quick replies.
- Draft with AI: let the AI write a reply for you to check and send.
- Interactive message: send buttons or a list the customer can tap (under More).
Work with a message
Hover over a message (or press and hold on a phone) to:
- Reply to quote it in your answer.
- React with an emoji.
- Forward it to another conversation.
- Pin it to the top of the chat.
- Copy text.
- Delete it. This only hides it in NexusBot. It can't be removed from the customer's WhatsApp.
Assign a chat to a teammate
Click Assign at the top of the chat and choose a teammate, or yourself. Click Unassign to put it back in the shared queue.
The AI and your team
If AI auto-reply is on, a banner shows AI assistant is replying automatically.
- Click Take over to stop the AI in this chat and reply yourself.
- Click Resume AI to hand the chat back.
The AI also stops by itself when a teammate is assigned to the chat. Messages sent by the AI have a small AI badge.
Customer details
Click Show contact panel (or the customer's name on a phone) to see and edit:
- Contact info: name, phone, email.
- Tags: click Add tag to label the customer.
- Notes: private notes your team can see. Customers never see them.
- Deals: click Add deal to start tracking a sale in Pipelines.