View your messaging history and respond to conversations

Getting Here

This module can be accessed from the side navigation menu under the menu item, Messages.
The Messages Module has 6 components:

1. Inbox Sidebar

The Inbox Sidebar is where you can select your preferred inbox view.
There are 3 possible inboxes to choose from:
  1. 2.
  2. 3.

a. Standard Inbox

There are 3 displays within the Standard Inbox:
All: Shows all conversations on the platform
Mine: Shows Contacts and conversations assigned to the User only
Unassigned: Shows conversations that haven’t been assigned
Agents with restricted Contact Visibility can only see the Mine Inbox. Owners, Managers and Agents with unrestricted access are able to view all Standard Inboxes.

b. Team Inbox

This displays the inboxes of the various Teams in your Workspace, such as Sales, Marketing and Support.
Access to the Team Inbox is granted as below:
  • Agents with the “View Contacts assigned to User only” restriction are not able to view any Team Inbox
  • Agents with unrestricted access or with the “View Contacts assigned to User’s team” restriction are able to view their own Team Inbox
  • Owners and Managers are able to view all Team Inboxes

c. Custom Inbox

This section shows all the Custom Inboxes created by the User or shared by other Users. There are two sub-sections:
Created by me: Shows all Custom Inboxes created by the User
Created by others: Shows all Custom Inboxes shared with the User
Only the inbox creator can make changes to the settings. Learn how to create a Custom Inbox here.
Learn about Custom Inbox share settings here.

New Message Indicator

The blue dot indicator indicates a new incoming message in the relevant inbox. It disappears when the inbox is opened.
This feature only applies to Standard and Team inboxes.
The blue dot indicator prioritizes inboxes as below for specificity:
Mine > Team > Unassigned > All
When a new message arrives in the Mine inbox, the blue dot will mark it accordingly without alerting the Team or All inboxes. The same principle applies throughout using this hierarchy.

Open Conversation Count

The Open Conversation Count indicates the number of open conversations in an inbox.
This feature only applies to Standard and Team inboxes

2. Contact Search, Sort & Filter

The available Contact List depends on the selected inbox, as each has its own list of Contacts and conversations. By default, the Contact List is filtered by Open Contacts and sorted by Newest Message first.
Adjust the filters in the dropdown menu of the left tab to view Closed or Snoozed Contacts.
The Contact filter is a secondary filter. In all cases, the Inbox settings will act as the primary filter and take precedence. For instance, if your chosen inbox sets the Contact Status filter to Open, searches for Closed or Snoozed Contacts in the Contact filter will not display any results.
Adjust the Contact sorting method in the dropdown menu of the right tab.
Contact List
There are 4 Contact sorting options:
Newest message: Sorts Contacts chronologically by newest messages to oldest messages
Oldest message: Sorts Contacts chronologically by oldest messages to newest messages
Longest Open/ Closed/ Snoozed: Depending on the chosen filter, sorts Contacts by the length of time their conversations have been opened, closed or snoozed, from the longest duration to the shortest
Shortest open/ Close/ Snoozed: Depending on the chosen filter, sorts Contacts by the length of time their conversations have been opened, closed or snoozed, from the shortest duration to the longest
Any time you return to the Messages Module, you will view the last selected inbox by default

3. Contact List

The Contact List shown is based on the selected inbox. Standard and Team Inboxes refresh in real-time when a new inbox is selected or a new message is received. Custom Inboxes have to be manually refreshed by clicking the refresh button on the “Last updated X time ago” banner at the top of the Contact List.

Selecting a Contact

Any action related to Contacts starts with Contact selection. By default, the Contact List is filtered by Open Contacts and sorted by Newest Message first.

Conversation Indicators

Conversation Status
The small round logo located at the bottom right of the avatar indicates the status of the Contact. If the Contact does not have an open conversation, a green checked logo will show. Otherwise, it will not show anything.
The small round logo located at the bottom right of the Contact List item indicates which messaging channel the Contact originated from.
Unread Count
If there are unread messages, there will be a count highlighted in a blue box besides the Contact's name.
Last Message
The date on the top right of the Contact record shows the last message sent or received. The arrow indicates if the most recent message was outgoing or incoming.
The initial or User avatar on the bottom right indicates which User this contact is assigned to.
Tips: If you need a find a specific Contact or conversation quickly, use the search bar at the top. Learn more here.

Add a Contact

Agents can add individual Contacts from the Messages Module. To add a new Contact, click on the +Add Contact icon next to the Contact Sort, Search & Filter search bar.

4. Messaging Console

This is where you can view, draft and compose messages to communicate with Contacts. When a Contact is selected from the Contact List, their conversation history, inclusive of Message Metadata and Conversation Events, will load here.

Message Metadata

When you hover over a message, the message metadata will be shown in a callout. The metadata consists of the message's sender and its status with a timestamp.
Refer to Message Status for more information on the different message statuses.
The message sender indicates how the message was sent.
Facebook Inbox
WhatsApp Echo
Facebook Messenger Message Tag
User Name (Regular Outgoing Message)

Reply-To Context

When a Contact replies to one of your messages, the Messages Module will indicate the exact message they are referring to for context. Bear in mind that Reply-To Context is only applicable to incoming messages.
This feature is only available for selected channels such as Facebook Messenger, Instagram, Telegram, WhatsApp 360dialog and WhatsApp ChatAPI.

Message Status

When you send a message to a Contact, you can check its delivery status by hovering your mouse over the message.
For each message sent to the Contact, there will be an indicator that indicates the status of the message. The statuses are described as followed:-
The message has been successfully sent
The message has been successfully delivered
The message has been read
There was a failure in sending the message
Message Status is only applicable to messages sent within a Channel's messaging window
Some messaging channels have limited coverage of message statuses. Please refer to this table on the coverage of each Channel
If a message fails to be sent to a Contact, hover over the message to view the error message from the platform or the Channel source

Conversation Events

Message History will also keep track of important events, such as when a conversation was closed and by which source.
Event Category
User Assigned User Assigned by Workflow Automation
User Assigned by Bot
Failed to Assign
User Unassigned by Close Conversation (Legacy) User Unassigned User Unnassigned by Workflow Automation
Conversation Closed
Conversation Closed (User)
Conversation Closed (Workflow)
Conversation Closed (Bot)
Conversation Closed (Contact Merge)
Conversation Opened
Conversation Opened (User)
Conversation Opened (Workflow)
Conversation Opened (Contact)
Conversation Opened (Welcome Event)
User Snoozed the Contact
Contact Unsnoozed
Broadcast Sent
Automation Workflow Started Automation Workflow Ended
Bot Status Update
Bot Status Off
Bot Status Off by Bot
Bot Status Off by Automation Workflow
Bot Status On
Bot Status On by Bot Bot Status On by Automation Workflow
Event coming from Channel
Page Change
Event when a visitor navigates to a different page (Web Chat)
Contact Merged
Contact Unmerged
New Channel Added

Conversation Events with Reference

It is possible to trigger an event with a reference on supported Channels (Facebook, WhatsApp). References include tracking different links placed in different Channels or tying a Channel user to a session or account in an external app. A Conversation Opened or a Channel event can be triggered with a reference and the reference code will be stored with the event. For events that contain URLs as sources, the URL will also be stored and shown in the Messages Module.
Events will belong to a conversation if they are triggered during an open conversation.

Sending Messages

Here is a quick guide on how to send messages to your Contacts.
Important: Some messaging channels have a limited messaging window. Be sure to plan your replies ahead of time to ensure your message is delivered. Find out more about messaging windows.

Receiving Messages

New messages will appear in the contact list of the Messages Module. New Contacts will be unassigned by default.

Unsupported Messages & Custom Payload

Messages that are not supported will have a fallback display with Unsupported Message or Custom Payload text and Type (if available). Click Show More to view the JSON payload of this message.
Examples of Unsupported Messages are:
  • Stickers
  • Contacts
  • Ads Events
  • Line Flex Message
  • Instagram Profile
  • Instagram Avatar
  • Telegram Poll

5. Conversation Actions

Contact Assignment and Closing a Conversation

Assigning a Contact and closing a conversation work in tandem to help your team stay organized when dealing with an influx of conversations. Assign Contacts to specific agents and archive resolved conversations by closing them.
Contact Assignment and Closing a Conversation are designed to work together to reduce the workload of the agent and manager. There are a few key actions that happen automatically to achieve this:
  • Anytime the platform receives a new message from a Contact with no open conversation, a new conversation will be opened for this Contact.
  • Any Agent who responds to an unassigned Contact will automatically assign the Contact to themselves
  • The Agent will remain assigned to the Contact after the conversation is closed
Refer to the below page for more information.

Snoozing a Contact

A Contact can be snoozed to temporarily exclude them from the Contact List. This can be done by clicking the alarm icon at the top right of the Messages Module and selecting the duration of the snooze.
Once the snoozed time is up, the Contact will reappear in the list again.
When you snooze a Contact, they will not appear in the Mine list until the specified time
To un-snooze a Contact ahead of the specified time, click on the timer-off icon. They will immediately reappear in your Contact List.

6. Vertical Sidebar

On the rightmost column of the Messages Module, you can access the Contact Drawer of a selected Contact by clicking on any tabs in the vertical sidebar.
The vertical sidebar has 4 tabs:

7. Contact Drawer

The Contact Drawer will display the Contact’s information relevant to the tab you selected.

Contact Details

In this tab, you can access key information about the selected Contact such as their phone number, email, country and language. This information can be updated when necessary.
Read more about Contact Details here:

Merge Suggestions

In this tab, you can find potential duplicate Contacts. All Contacts with the same phone number or email address as the selected Contact will be listed here.
Read more about Merge Suggestions here:


In this tab, you can find a list of channels connected to the Workspace with different indications.
Read more about Channels here:


In this tab, you can find all the internal comments and conversation events related to the selected Contact.
Read more about Activities here: