Inbox
Inbox Overview
Receive and manage customer conversations from every connected channel.
The GChat inbox combines conversations from connected Telegram and Facebook Messenger integrations. Operators can work from one queue while managers retain visibility across the team.
Inbox Layout
The inbox has three main areas:
- Navigation - chat tabs, statuses, and saved filters.
- Chat list - search, filters, conversation previews, unread counts, and channel context.
- Conversation - message history, composer, chat actions, and client details.
On smaller screens, the chat list and active conversation are shown one at a time.
Chat Tabs
| Tab | What it shows |
|---|---|
| New | Conversations that need attention. |
| All | All conversations visible to your role. This tab requires broader chat access. |
| My chats | Conversations assigned to you. |
| Stars | Conversations you marked with a star. |
Chat Statuses
| Status | Meaning |
|---|---|
| Auto | Automation is currently handling the conversation. |
| Manual | The conversation is in manual operator mode. |
| Unassigned | No staff member currently owns the chat. |
| Blocked | The conversation is blocked from normal processing. |
Typical Operator Flow
- Open New or My chats.
- Select a conversation and read the latest context.
- Reply, apply a template, or transfer the chat.
- Add tags, a comment, or custom field values when needed.
- Star important conversations for follow-up.