Inbox

The Inbox is the heart of Wexio - a unified hub where all customer messages from connected channels appear in real time.

Overview

When you navigate to Inbox, you'll see a three-panel layout:

• Left sidebar - Collections, teammate statuses, and navigation
• Center panel - Conversation list with search, filters, and unread counts
• Right panel - The active conversation, its thread picker, message input and contact profile

Layout

The inbox uses a responsive layout that adapts to your screen size. On mobile, panels stack vertically with swipe navigation.

Collections Sidebar

The left sidebar shows your chat collections - custom filtered views of your conversations. Built-in collections include All Chats, Assigned to Me, Unassigned, Urgent, and Blocked. You can create custom collections with filter rules.

A separate @Mentions row sits next to Assigned to Me - it switches the right panel from a chat list to a flat list of internal notes that mention you, with an unread count badge.

Conversation List

The center panel shows conversations matching the current collection. Each item displays:

• Contact name and avatar
• Last message preview with timestamp
• Unread count - the total across all the conversation's threads
• Status indicator (color-coded)
• An icon per channel the contact has used

Real-time subscriptions keep the list updated as new messages arrive, statuses change, or threads are reassigned.

Conversation View

The right panel opens when you select a conversation, showing the message thread, input editor, and AI controls.

When the contact has more than one thread, a thread picker appears in the header, along with an All view that merges every thread into one timeline. Status and assignment live on the thread, so two threads of the same contact can be owned by different operators - the row rolls that up. See Conversations & threads.

Posts

The inbox also has a Posts view, where you answer comments on your social posts - publicly, or by opening a private conversation. See Posts & comments.

Chat Status

Each conversation has a status to help you track progress:

Priority Levels

Mark conversations as Low, Medium, or High priority to ensure critical issues surface first.

Operator Assignment

Assign conversations to specific team members. View all chats assigned to you via the "Assigned to me" collection.

Chat Actions

Use the action menu on a conversation for:

• Assign operator - Route to a team member
• Change status - Update the conversation status
• Set category - Categorize the conversation
• Set priority - Mark as urgent or normal
• Block/Unblock - Block a contact from messaging

AI & Flow Status

See at a glance if a chat has:

• AI Active - An AI assistant is responding
• Flow running - An automation flow is in progress

24-Hour Window

For channels like WhatsApp, Instagram, and Viber, there's a 24-hour messaging window. Once a user replies, all messages within that 24-hour session are free. After the window expires:

• WhatsApp & Instagram - Outbound messages are blocked. You must use approved templates to re-initiate contact.
• Viber - You can send a new initiated message, but it is a paid outbound message.