Inbox
Manage all customer conversations in one unified 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 — Chat list with search, filters, and unread counts
- Right panel — Active conversation thread with 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.
Chat List
The center panel shows conversations matching the current collection. Each item displays:
- Contact name and avatar
- Last message preview with timestamp
- Unread message count badge
- Chat status indicator (color-coded)
- Channel provider icon (Telegram, WhatsApp, etc.)
Real-time subscriptions keep the list updated as new messages arrive, statuses change, or chats are reassigned.
Chat View
The right panel opens when you select a conversation, showing the full message thread, input editor, and AI controls.
Chat Status
Each conversation has a status to help you track progress:
| Status | Color | Description |
|---|---|---|
| Pending | Yellow | New conversation awaiting response |
| In Progress | Blue | Actively being handled |
| Resolved | Green | Issue resolved, conversation closed |
| Closed | Gray | Manually closed by operator |
| Issue | Red | Flagged for follow-up |
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.