Complete Inbox user guide

Inbox overview#

The Inbox brings conversations from connected channels together. Find customers, read history, reply, coordinate agents, control automation, and review customer profiles, balances, orders and subscriptions beside the chat. This guide covers the tools on the Messages /inbox page and links to separate guides for detailed administration.

1. 1

   Open Tin nhắn (Messages) in the navigation with an authorized account. Select a conversation; confirm the customer and channel names at the top before replying.

2. 2

   On desktop, filters and the conversation list sit on the left, the thread and composer in the middle, and the customer profile on the right. If only avatars are visible, expand the conversation list.

3. 3

   The ?conversation=… URL identifies the selected conversation. Share it with authorized colleagues; the link does not grant access.

1. Find customers and filter the Inbox#

1. 1

   Use the left icon rail to select All, Open, Pending, Resolved or Closed. This filters the list without changing any conversation status.

2. 2

   Select Everyone, Mine, My team or Unassigned. Return to Everyone before filtering by a specific agent or team in the advanced controls.

3. 3

   Choose a channel under Kênh hiển thị or merge all channels. Channel names can repeat; confirm the account and selected customer.

4. 4

   Enter a customer name or message text in the search field. Use its × button to clear the query.

5. 5

   Open Bộ lọc nâng cao (Advanced filters) beside search and choose a tag, agent or team. If a conversation is missing, clear the query and check status, assignment scope, channel and tags.

2. Adjust the layout and read the thread#

1. 1

   Collapse or expand the conversation list to make room for the thread. Use the profile icon in the conversation header to show or hide customer details.

2. 2

   Drag the list/profile dividers to resize panes. Drag the handle above the composer to change its height; double-click a handle to reset it.

3. 3

   Scroll up inside the thread to read older messages. Day markers, timestamps and the Bot tự động label identify timing and automated messages. Return to the bottom for new messages.

4. 4

   Outgoing status icons show a clock for queued/sending, one check for sent, two checks for delivered, accent-colored double checks for read, and an error icon for failed delivery. Available delivery information depends on the channel.

On small screens, choose a customer from the list, then focus on the thread; use the back and profile controls to switch areas. Panes scroll independently, so place the pointer in the intended pane before scrolling.

3. Search within a conversation#

1. 1

   Open the relevant conversation and click the magnifying glass in its header.

2. 2

   Enter a keyword such as menu. The thread is filtered and shows a result count. This searches the selected conversation, unlike the customer search on the left.

3. 3

   Close search to restore the full thread. If an older message is not found, scroll up to load more history and search again.

4. Compose and quote replies#

1. 1

   Select Nhắn tin (Message) and type in the composer. Enter sends; Shift+Enter inserts a line break. Only press Enter after checking the content, customer and channel.

2. 2

   To reply to a specific message, hover over it and choose Trả lời tin này, or right-click and select Reply. A quote bar appears above the draft.

3. 3

   Write the reply and verify its quoted message. Use × to remove an incorrect quote.

4. 4

   Click the paper-plane Send button when ready. Check delivery status; if it fails, inspect the channel connection and error before sending again to avoid duplicates.

5. Emoji, images and attachments#

1. 1

   Click the smiley button and select an emoji to insert at the caret. Review the sentence before sending.

2. 2

   Click Send image or Attach file. Chọn từ thư viện selects an existing library asset; Tải từ máy lên selects a file from your device.

3. 3

   Wait for the upload to finish and check the preview or filename. Remove an incorrect attachment and send only when the attachment and text are correct.

4. 4

   Click images in the thread to enlarge them, or a file link to open/download it. The application or channel may reject some formats or sizes; read the error and choose a supported file.

6. Use quick replies and / shortcuts#

1. 1

   Type / in message mode to open quick replies, or click the lightning button. Continue typing a shortcut to narrow the list.

2. 2

   Select a template with the mouse or ↑/↓ followed by Enter/Tab. While the picker is open, Enter inserts the template. Escape closes it.

3. 3

   Check the inserted text, substituted customer variables and any attachment, then edit before sending.

4. 4

   If no quick reply is shown, check the query and whether the template is enabled. Authorized users can create a template or manage the template library.

Create templates, use variables and manage quick replies ↗

7. AI reply suggestions and rewriting#

1. 1

   Click AI reply suggestion to draft a response using conversation context. Optionally type an instruction first, such as asking for a short greeting and a question about the customer’s needs.

2. 2

   Wait for the suggestion to appear in the composer. Check names, prices, commitments and tone before sending.

3. 3

   With text in the composer, Rewrite with AI becomes available. Use it to rewrite the current draft, or select a portion of text to limit the change to that selection.

4. 4

   If AI reports an error, ask an administrator to check the provider/model and access. You can still write the reply manually.

Set up an AI provider ↗

8. Translate messages and drafts#

1. 1

   To understand a text message, hover and choose Translate to Vietnamese, or right-click → Translate content. The translation is displayed with the message for comparison; in the checked version, this tool translates to Vietnamese.

2. 2

   To reply in another language, write a draft and click the draft translation tool. Choose a target language, such as English.

3. 3

   Wait for the translated text to replace the draft and review it. Select only part of the draft first if that is the portion you want translated.

4. 4

   Send after reviewing the translation. Translation itself does not send a message.

9. The two types of internal notes#

1. 1

   Timeline note: select Ghi chú nội bộ beside Message. The composer changes color to show internal mode.

2. 2

   Enter handover details and click Send to add the note to the thread; the customer cannot see it. Return to Message before replying to the customer.

3. 3

   Profile note: open Internal note in the right panel for persistent customer context. This field saves automatically when you pause typing or leave the field; it has no Send step.

4. 4

   With permission, use a timeline note’s delete button and confirmation dialog to remove it. Verify the intended note before confirming.

10. Copy, pin and recall individual messages#

1. 1

   Right-click a message bubble. Copy puts its text on the clipboard, Reply creates a quote, and Translate content displays a translation.

2. 2

   Pin message keeps an important message in the bar above the thread. Expand the list if several messages are pinned; click a pinned entry to jump to it when it is loaded in the history.

3. 3

   Unpin from the message menu or pinned bar. Message pins are shared within the conversation and differ from pinning the entire conversation to the top of the Inbox list.

4. 4

   Recall appears only for eligible outgoing messages. Open its confirmation, verify the message, then confirm only if intended. Actual recall support also depends on the channel.

11. Conversation status, pins and read state#

1. 1

   Right-click a conversation in the list. Open Status and choose Open (active work), Pending (waiting), Resolved (handled), or Closed.

2. 2

   The header’s Close conversation button is a shortcut. Use Reopen on a closed conversation to resume work. Closing does not delete its history.

3. 3

   Pin to top places the whole conversation in the pinned group in the list. Unpin when it no longer needs prominence; the header also has a pin button.

4. 4

   Conversations with unread messages offer Mark as read. Opening a conversation also updates its read state in ChatHub; unread badges help identify remaining unread messages.

12. Assignment, priority and bulk handover#

1. 1

   Open the profile’s Assignment section and select an agent and/or team. Unassigned means no owner/team. A changed selection applies immediately without a separate Save button.

2. 2

   Choose Low, Normal, High or Urgent priority. The context menu provides Assign to me/Unassign me and Mark urgent/Remove urgency shortcuts.

3. 3

   For bulk handover, right-click a row → Select multiple to assign, then check the conversations to hand over.

4. 4

   In the selected-count bar, choose a recipient or Unassign, verify the count, and click Assign. Clear selection exits without assigning.

13. Take over from the bot and run workflows#

1. 1

   Open Bot status in the profile. Bot is replying means automations/scenarios may still run in this conversation.

2. 2

   When an agent needs to handle the conversation, use Manual takeover and check the updated mode. Use the bot reactivation button in the same panel when automation should resume.

3. 3

   To start a scenario manually, click Run workflow in the composer. Read its warning before choosing a workflow.

4. 4

   Selecting a workflow runs it for this customer and switches the conversation to bot mode; it does not merely insert a draft. Select only when ready for the scenario to operate.

Create and operate workflows ↗

Configure automation rules ↗

14. Tag customers and maintain context#

1. 1

   Open Tag from the composer or the profile Tags section; the conversation context menu provides another entry.

2. 2

   Search by name and choose a tag; verify its chip appears. Remove an attached tag with its removal control. Tag changes apply immediately.

3. 3

   Manage beside Tags opens shared tag administration for authorized users. Avoid renaming a shared tag just to annotate one customer.

4. 4

   Use the profile’s Internal note for longer persistent context. It autosaves, so do not type test content unless you intend it to be stored.

Manage tags and custom fields ↗

15. Edit contact details and custom fields#

1. 1

   Expand Contact information to view phone, email, channel and recent activity. Web channels may also show IP/location when available.

2. 2

   Click Edit. Enter the required customer name, phone, email and configured custom fields.

3. 3

   The example uses khach-mau@example.com and the sample Source field set to Website. Available fields depend on workspace configuration.

4. 4

   Review the data and Save, or Cancel if only inspecting or experimenting. After saving, verify the updated profile.

16. View and adjust balances#

1. 1

   Expand Balance to view the current amount and unit; the demo uses VND.

2. 2

   Open Balance history. Search by reason/operator, filter credits/debits, source (agent, automation rule, workflow or payment gateway) and date range; use pagination for longer histories.

3. 3

   For an approved adjustment, open Adjust balance. Choose Credit for a top-up/refund or Debit for a customer payment, enter a positive integer and a reason for traceability.

4. 4

   Check the predicted balance, customer and amount before clicking Credit/Debit. Afterwards verify the new balance and history entry; Cancel discards the unsaved form.

17. Create and review orders from a conversation#

1. 1

   Open Orders in the profile → Create order. Confirm the customer and balance at the top of the dialog.

2. 2

   Select a product. Review its price, delivery method and approval requirement; complete the product-specific order fields, such as recipient name, phone, shipping address and size.

3. 3

   Set the quantity and check the total. Required fields marked * must contain valid information before creation.

1. 1

   Choose payment: Deduct balance now charges the wallet on creation; Cash on delivery does not deduct the wallet and places the order in pending approval.

2. 2

   If the balance is insufficient for immediate deduction, follow the shop’s payment process; do not switch to COD unless the transaction is actually COD.

3. 3

   Review the product, quantity, delivery details and payment method, then Create order. Verify the created order, status and delivery information appropriate to the product.

4. 4

   Manage orders opens the customer’s order dialog directly inside the Inbox. Use it to review and process orders as described below, or Cancel an unneeded creation draft.

17.1. Filter, process, edit and export orders#

1. 1

   From Profile → Orders → Manage orders, filter by All, Pending, Processing, Delivered or Cancelled. Search product, SKU, customer, notes or delivered content; narrow further by order source, delivery method and creation time.

2. 2

   Expand Details on an order for submitted information and processing details. Open conversation takes you to the thread associated with that order, which may differ from the current thread if the customer has several conversations.

3. 3

   For eligible orders and permissions, Claim assigns a service order to the operator. Complete or Approve, depending on the product, performs delivery/completion; review required information and deliverables before applying it.

4. 4

   Edit order updates submitted order information, notes and delivered content when allowed by status; it does not change price or quantity. Save after reviewing or close to discard. Cancellation has a confirmation and may involve a refund; read the displayed effects before confirming.

5. 5

   Select one or more orders, or all orders on the page. The selected bar offers Copy, Export CSV and Delete with the relevant permissions. Check exported data and selection count; deletion is separate from cancellation/refunding and has its own confirmation. Clear selection exits the mode.

6. 6

   Use Refresh, previous/next page and rows per page to navigate. The demonstration only inspected the list/details and selected/cleared two test orders; no order was claimed, completed, edited, cancelled, exported or deleted.

18. Subscriptions and conversation images#

1. 1

   Expand Subscriptions to review the plan, active/expired/revoked state, expiration, remaining daily/total usage and paid amount.

2. 2

   When a customer reports exhausted usage, check both daily and total quotas and the expiry date. Unlimited plans have their own display; do not infer unlimited access from a missing count.

3. 3

   Authorized users can open Revoke on an active plan and review its confirmation. Confirm only when intending to terminate it; the demonstration only inspected the plan.

4. 4

   Expand Images at the bottom of the profile for this conversation’s attachments. Click an image to enlarge it or View all for the gallery. A conversation without images shows an empty-state message.

19. Notifications and Inbox preferences#

1. 1

   To mute a conversation, right-click → Mute → choose 1 hour, 8 hours, 2 days, 1 week or until re-enabled. The bell in the header also toggles conversation notifications.

2. 2

   Choose Unmute to resume, or check the expiry of a timed mute. Muting does not close the conversation or stop the bot.

1. 1

   Open Inbox settings with the gear at the top of the list. Hide message content keeps customer names without message previews.

2. 2

   Toggle new-message sounds and choose a tone to preview and keep it. Desktop notifications require both the app option and browser permission.

3. 3

   Sounds and desktop alerts are for conversations assigned to you; unassigned conversations do not alert a specific agent. Check channel scope, mute state and browser permission if alerts are missing.

4. 4

   Inbox accent changes buttons/badges; thread color changes the thread background and outgoing bubbles. Preferences apply when selected and are saved in this browser, not to the account.

The shared navigation also includes availability for new conversations, Quick search (⌘K), notifications, light/dark mode and the account menu. Agent availability indicates readiness to receive new conversations; it does not replace individual conversation assignment.

20. Deletion and common issues#

1. 1

   Only authorized users see Delete all messages/Delete conversation in the context menu. Deleting all messages permanently removes messages and attachments while keeping the conversation available for new customer messages.

2. 2

   Deleting a conversation removes the thread with its messages, attachments, internal notes and tags as described by the application warning. Verify the customer and confirmation carefully; Cancel if you merely need to close or filter it out. No deletion was performed in this guide.

3. 3

   Missing controls: ask an administrator to check the relevant permissions for replies, notes/message pins, assignment, contacts, workflows, balances/orders/plans or deletion. Controls vary by permission and channel data.

4. 4

   Missing customer: clear search, select All/Everyone/All channels and remove advanced filters. Missing template: check its enabled state and shortcut.

5. 5

   Cannot send: check text/attachment, upload progress and channel connection. AI error: check provider/model. No images: verify whether this conversation has image attachments. No sound: check ownership, channel filter, mute state and browser permission.

Suggested workflow: find the customer → read history → check bot mode/ownership → compose and review → send when ready → add handover context, tags and status. For orders or balances, verify the details before and after applying changes.