Inbox Features
Learn how to manage customer threads, use templates, and send rich media.
The Handoff inbox is where human agents monitor AI conversations and jump in when needed. It is designed for speed and clarity.
The Threads List
On the left side of your screen (or main inbox screen on mobile), you will see the Threads Section. This lists all active customer conversations.
- Threads are updated in real-time.
- Icons indicate which channel (e.g., WhatsApp, Telegram) the customer is using.
Messaging & Rich Media
When you open a thread, you can read the entire conversation history, including messages handled by your AI agents.
- Attachments: Click the attachment icon to upload documents, images, and videos.
- Markdown: The message composer supports markdown formatting, allowing you to send bold, italicized, and structured text.
- Media Players: View images and watch videos directly within the chat bubble without leaving the app.
Message Templates
For channels that require pre-approved templates (like WhatsApp Business), Handoff allows you to compose and send Templates.
- Click the Template icon in the reply bar.
- Select an approved template from your list.
- Fill in any dynamic variables (parameters) required by the template.
- Preview the message and hit send.