Step 6: Reply from the Inbox
Find chats, reply to customers, use AI drafts and pass chats between your team and the AI.
The Inbox shows customer conversations from every connected channel. Each chat has a small badge showing whether it came from WhatsApp or Telegram.
Reply to a customer
- Open the Inbox from the left menu and click a conversation.
- Type your reply in the box at the bottom and press Enter or click send. You can also attach photos and files.
- Use AI if you like. Click Draft with AI to have the AI write a reply. Check it, edit it, then send.
Assign a chat
Assign a conversation to a team member so everyone knows who's handling it. While a staff member is assigned, the AI won't auto-reply in that chat.
See who you're talking to
Open the contact panel on the right to see the customer's name, phone number, tags and notes. On smaller screens it opens as a panel over the chat.
Quick replies
Save answers you send often in Settings → Quick replies, then insert them from the reply box.
You're all set up. If anything isn't working, see WhatsApp troubleshooting or Telegram troubleshooting.
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