One Inbox for EveryCustomer Conversation
WhatsApp, Instagram, Messenger, Telegram, and Web Chat — all in one real-time inbox. Assign agents, enable AI, reply with templates, and never miss a message.
Why a Unified Inbox?
WhatsApp, Instagram, Messenger, Telegram, Web Chat
Instant messaging via Socket.io — typing indicators, read receipts
3 AI-generated reply suggestions per message
Assign conversations, internal notes, performance tracking
Every channel, every customer, one screen
Inbox in the Arab Region
Multi-Channel Support
Message Types
Text, image, video, audio, document, sticker, location, contacts, templates, interactive (buttons, lists, CTA, flows), products
Special Features
Template picker for outside 24h window, product catalog
Message Types
Text, image, video, quick replies, carousel, buttons, media templates, reactions
Special Features
Comment-to-DM, story mentions, ice breakers
Messenger
Message Types
Text, image, video, audio, documents, buttons, carousel, receipt, quick replies
Special Features
Persistent menu, 7-day HUMAN_AGENT window, message tags
Telegram
Message Types
Text, photo, video, document, audio, voice, sticker, location, polls, keyboards
Special Features
Telegram Stars payments, bot commands
Web Chat
Message Types
Text, images, videos, documents, product cards, forms, buttons, ratings
Special Features
Pre-chat forms, visitor tracking, 15 interactive element types
Real-Time Messaging
Powered by Socket.io for instant delivery
New message appears instantly in conversation and sidebar
Delivery and read status updates in real-time (sent → delivered → read)
"Agent is typing..." or "Customer is typing..." indicator
Sidebar updates when new message arrives or conversation changes
Dual-emit pattern
Messages sent to conversation room and company room
Deduplication
Zustand store prevents duplicate message rendering
Auto-reconnect
Reconnection on network recovery or tab visibility
Heartbeat
Max 1 DB write per 60 seconds per user via Redis
Conversation Management
Active conversation, awaiting action
Waiting for customer response
Issue resolved (triggers CSAT survey)
Conversation closed
Auto-Resolution: Conversations stale for 7+ days auto-resolve every 6 hours. Excludes: open tickets, VIP contacts, recent automation activity.
Filters & Search
Status
Open, Pending, Resolved, Closed
Channel
WhatsApp, Instagram, Messenger, Telegram, Web
Assignment
My conversations, unassigned, specific agent
Tags
Filter by contact tags (multi-select)
Date Range
Filter by last message date
AI State
AI enabled or disabled conversations
Message Composer
Text Input
Multi-line — Shift+Enter for new line, Enter to send
File Upload
Drag-and-drop or click to attach images, videos, audio, documents
Voice Recording
Record and send voice messages directly
Emoji Picker
Full emoji picker with search
Quick Replies
Type / to trigger quick reply dropdown with auto-filter
Template Selector
Send WhatsApp templates outside 24h window
AI Reply Suggestions
3 AI-generated reply suggestions per message — uses last 10 messages as context, powered by the assigned AI agent personality.
Customer: "What are your shipping options?"
AI Suggestions
We offer standard (3-5 days) and express (next day) shipping...
UseGreat question! Here are our available shipping options...
UseOur shipping rates vary by location...
UseContact Sidebar
Responsive Layout
Mobile
<768px
Single panel — conversation list OR thread (not both)
Tablet
768-1279px
Two panels — list + thread, contact sidebar as bottom sheet
Desktop XL
1280px+
Three panels — list + thread + sidebar all visible
Manually trigger audio-to-text transcription on any voice/audio message. Returns transcription text and detected language — great for agents who cannot listen in noisy environments.
Channels
Real-Time
AI Copilot
Satisfaction
Responsive Layouts
Start With a Unified Inbox for All Your Channels
5 channels on one screen with real-time messaging, AI suggestions, team collaboration, and responsive design.