The chat inbox brings together your agent's WhatsApp, Instagram and Messenger conversations; at the top you filter it by Status, Advisor and Stage, and sort it by last modified or by creation date. Each chat has a status — resolved, escalated, cancelled or one you create — that you change from the conversation header, and you can mark it read or unread so nothing pending slips through.
Filter the inbox
In Chats, the filter bar has:
| Filter | Options |
|---|---|
| Status | All, Resolved, Escalated, Cancelled, your custom statuses and Unread |
| Advisor | All advisors, Without advisor or a team member |
| Stage | All stages or a funnel stage (shown as S1, S2…) |
The Order icon switches between Last modified (most recent activity first) and Created (when the lead arrived). Changing the order doesn't change which chats you see, only their sequence.
Change a chat's status
In the conversation header, open the status picker:
- Resolved closes the conversation.
- Escalated marks it as needing a person.
- A custom status tags it with that status.
- Click the active status again to reopen the chat.
Read and unread
Use Mark as read or Mark as unread in the header. Unread chats show up under the Unread filter.
Funnel stage
The header's Funnel stage menu moves the chat to another stage. You can also drag its card on the funnel board.
Create your own statuses
- 1
Open status management
In the header's status picker, click Manage statuses.
- 2
Add a status
In Conversation statuses, click Add status, pick an emoji and type the name (up to 32 characters).
- 3
Order them
Drag the statuses to change the order they appear in.
- You can have up to 20 custom statuses.
- Statuses marked Default can't be edited or deleted.
- If you delete a status, its conversations go back to active.
- Resolving, reopening or cancelling a chat clears its custom status.