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On the left sidebar, you’ll find Inbox with filters and navigation. Each item can show a count of matching conversations.

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Inbox Filters

  • All – Every conversation you have permission to see (across teams and channels). The badge shows the total count.
  • My Inbox – Conversations assigned to you. Use this as your daily queue.
  • Unassigned – Chats with no assignee or inbox yet. Pick from here to take ownership and reduce wait time.
  • Unread – Conversations you haven’t opened yet. Use this to catch up on new messages.
Click a filter to see it. The conversation list in the middle updates to show only conversations matching that filter.

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Team Inboxes

The Team inboxes section lists your workspace teams (e.g. Sales, Support). Each entry shows a count of conversations assigned to or routed to that team. Click a team to filter the list to that team’s conversations. Helpful when triaging by responsibility. To create or manage team inboxes, go to Settings > Team Inboxes.

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Users

The Users section lists other users in your workspace. Each entry shows how many conversations are assigned to that person. Click a user to see only their assigned chats. Useful for load balancing or covering for someone.

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Channels

The Channels section lists every connected channel (e.g. Heyy Support – WhatsApp, Heyy – Instagram, etc’). Click a channel to switch the conversation list to that channel. If you have no channels yet, you’ll see Add channel; use it to connect WhatsApp, Instagram, Messenger, or live chat. To add or manage channels, go to Settings > Channels.
Use the sidebar toggle (panel icon) to collapse or expand the left sidebar and get more space for the chat view.

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Conversation List (Middle Panel)

The middle panel shows the list of conversations for the selected sidebar filter and channel. You can search, filter by status, sort, open a new chat, and perform bulk actions.

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Search and New Chat

  • Search – Click the search icon to open global search. Find conversations by contact name, phone, email, or keyword.
  • New chat – Click the + button to start a new conversation. Choose a channel, pick an existing contact or create one, then send your first message. The new chat appears in the list and in My Inbox if you’re the assignee.

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Status Filter

At the top of the conversation list, a dropdown lets you filter by conversation status:
  • Open – Chats with status “Open” (default).
  • Closed – Resolved chats with status “Closed”.
  • Snoozed – Temporarily paused/snoozed chats with status “Snoozed”.
You can select one or more statuses. The badge on the button shows how many status filters are active. Your choice is remembered.

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Advanced Filtering

Click the Filter (funnel) button to apply advanced filters. You can filter by:
  • First name, Last name, Phone number, Email – Contact fields (text).
  • Subscription – Whether the contact is subscribed (boolean).
  • Labels – One or more contact labels.
  • Custom attributes – Any attribute you’ve added in Settings > Attributes.
Add multiple conditions and choose AND or OR between them. Click Filter to apply. The conversation list updates to show only chats matching the filter. Click Reset to clear filters.

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Sorting

Click the Sort button next to the filter to change sort order:
  • Newest – Most recent activity first (default for real-time work).
  • Oldest – Longest-waiting conversations first (useful for SLAs).
Sorting applies to the currently filtered list. Your choice is remembered.

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Selecting and Bulk Actions

Select one or more conversations using the checkboxes (or the selection control on each row). A contextual action bar appears with:
  • Open – Mark selected chats as open.
  • Close – Mark selected chats as closed.
  • Snooze – Snooze selected chats.
  • Assign to – Assign selected chats to a user.
  • Move to – Move selected chats to a team inbox.
  • ⋮ (more) – Unsubscribe / Subscribe (contact), Mark as unread / Mark as read.
  • Cancel – Clear selection.
Bulk actions apply only to the selected conversations. After an action, selection is cleared.

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Single-Chat Actions

From a conversation row you can open context actions (e.g. via a menu or icons) to Open, Close, Assign to, or Move to that single chat without selecting multiple.

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Chat View (Center Panel)

When you select a conversation, the center panel shows the chat view.
  • Contact name (or phone number) and, when available, a reminder such as X hours to reply (SLA).
  • More (⋯) – Additional options for the conversation.
  • Refresh – Reload the thread.
  • Close – Close the chat (status becomes Closed).

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Conversation Thread

Messages are shown in chronological order with date headers (e.g. Today, Yesterday, or the weekday). Incoming messages appear on one side, your replies on the other. Unread or new messages are visually distinct.

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Composer

At the bottom, use the Type something… field to reply. You can:
  • Attach files by clicking the image/video or document icons or dragging the file to the Composer.
  • Add emoji.
  • Use voice input (microphone), if the channel supports it.
  • Send the message (send button).
Replies are sent on the current channel. The thread updates in real time when new messages arrive

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Details Panel (Right)

When a chat is selected, the right panel shows Details for that conversation and contact. You can resize or collapse this panel to get more space for the thread.

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Assignee and Team

  • Assignee – Who owns the conversation. Use the dropdown to assign to yourself or another user. Choose Unassigned to leave it without an owner.
  • Team – Which team inbox the chat belongs to. Use the dropdown to move it to another team (e.g. Sales, Support).
Changing assignee or team can trigger automations (e.g. routing or notifications). See Automations for how to configure this.

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Channel and Contact Data

  • Channel – The source of the conversation (e.g. WhatsApp) and, when relevant, the contact’s handle (e.g. phone number).
  • Contact data – A collapsible section with First name, Last name, Phone number, Email, and any custom attributes. Use See all to view or edit more fields. Changes here update the contact record and are visible in Contacts.

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Contact Labels

Labels help you segment contacts (e.g. VIP, Hot Lead, Billing). Use the + icon to add one or more labels to the contact. Labels can be used in filters and automations. To create or manage labels, go to Settings > Labels.

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Notes

Internal-only notes for your team. Add context, decisions, or next steps. Notes are not sent to the contact; they stay visible to your team in this panel and in the contact’s record.

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Chats

This section lists other chats with the same contact (possibly on different channels). Each entry shows the channel, a message preview, and the date. Open any chat to review history before replying. Use Create chat to start a new conversation with this contact on another channel.

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Key Benefits of the Inbox

  • One place for all channels – WhatsApp, Instagram, Messenger, and live chat in a single inbox; switch channels from the left sidebar.
  • Flexible triage – Filter by All, My Inbox, Unassigned, Unread; by team; or by user. Use status (Open, Closed, Snoozed) and advanced filters to focus on the right conversations.
  • Bulk actions – Select multiple chats to Open, Close, Snooze, Assign to, Move to, or Mark as read/unread in one go.
  • Full context in the details panel – Assignee, Team, contact data, labels, notes, and other chats with the same contact without leaving the Inbox.
  • Search – Find conversations quickly by contact name, phone, email, or keyword via global search.

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Getting Started Tips

  • Start with All or My Inbox in the left sidebar to see the full picture or your own queue.
  • Use Unassigned to pick up conversations that need an owner, and Unread to catch up on new messages.
  • Filter by Team or User when triaging by responsibility or covering for a teammate.
  • Use the Status dropdown and Filter (funnel) to narrow the list; combine with Sort (newest/oldest) for SLA or real-time focus.
  • Use Assignee and Team in the details panel to route chats; add Labels and Notes to keep context for your team.
  • Check Chats in the details panel to see other conversations with the same contact before replying.
  • Use + to start a new chat when you need to reach out first; use Search when you know the contact or channel.