UniversalChatBot

Finding conversations

Open Inbox from the sidebar. The left pane lists conversations, with tabs that each show a live count:

Mine — assigned to you
Unassigned — waiting for someone to pick up
Open — everything currently open
Snoozed — set aside until a time you chose
All — open, snoozed, and resolved

Rows show the channel, the customer, the last message, and a red unread dot when the latest message is from the customer and hasn't been read. Opening a conversation marks it read. Use the search box to find a conversation by its message content.

Claiming & taking over

The assignment control in the thread header adapts to who currently owns the conversation:

Claim (unassigned) — takes ownership. If a teammate claims the same conversation at the same instant, only one of you wins and the other is told it's already claimed.
Assign to me (held by someone else) — a deliberate takeover; ownership moves to you and the previous agent is released.
Release (yours) — returns it to the Unassigned queue.

You don't have to claim before replying — sending a reply automatically takes the conversation over. Claim is for grabbing something from the queue without writing yet; Assign to me is for stepping into a teammate's conversation on purpose.

Replying & notes

The composer has two tabs:

Reply — sent to the customer on their channel.
Internal note — visible only to your team in the thread; never delivered to the customer.

Press ⌘ ↵ to send. Your message appears immediately while it's delivered; if delivery fails it's marked failed with a Retry button. When the customer reads your reply (or sends another message), your bubble shows a Seen receipt.

On WhatsApp, free-form replies are only allowed within 24 hours of the customer's last message. Outside that window the composer shows a banner and blocks the reply — see Channels. Internal notes are never affected.

Snooze, resolve, reopen

Snooze — set the conversation aside until a chosen time. It moves to the Snoozed tab and comes back to Open automatically when the time passes or the moment the customer replies.
Resolve — close the conversation when it's handled.
Reopen — bring a resolved conversation back to Open.

These don't change who the conversation is assigned to — resolving a conversation you own keeps it yours in the history.

Pausing & resuming the bot

The header shows whether the bot is active or paused for this conversation:

Pause bot — stop the bot from replying, without claiming the conversation. Useful when you want to watch or step in shortly.
Resume bot — hand the conversation back to the bot. This releases your assignment and clears the pause, so the next customer message is answered by the bot again.

Claiming a conversation (or replying) automatically pauses the bot — a human and the bot are never answering at the same time. Resume bot is how you give it back.

Contacts

The right-hand context pane shows who you're talking to, the channel, and the customer's other conversations, so you have the full history without leaving the thread.

If the same person shows up as two separate contacts (for example, they wrote in once on webchat and once on WhatsApp), an admin can merge them so all their channels live under one contact.