Using the Inbox

The Inbox is the shared workspace for every conversation your channels bring in — live chat, Facebook Messenger, Instagram, WhatsApp Business, WhatsApp (Beta), SMS and email. Use it to pick up new messages, hand work to the right person or team, keep an internal record of what happened, and close the loop.

Before you start

• Messaging access on at least one team, or account ownership.
• At least one channel connected at Settings → Channels, owned by a team you belong to. Connecting a channel requires full Settings access — see Channels.
• Conversations are visible to the team that owns the channel. If you cannot see a channel’s conversations, ask an admin to add you to its team (Teams).

Where to find it

Messaging → Inbox, or go to https://app.pluspoint.io/messaging/inbox.

Choose what you are looking at

The navigation rail on the left holds Views, Teams, Tags, Channels and Archived. Selecting an item replaces the current scope rather than stacking on top of it. The scope is written into the page URL, so you can send a colleague the exact view you are on.

Which teams you see in the rail depends on your access. Most users see the messaging-enabled teams they belong to. Users with full Settings access and the account owner see every messaging team in the account.

Filter the list

Select Filters. The modal holds three controls:

Switch between open and resolved work

Two chips sit under the list header: Open and Resolved. Both can be on at once, and at least one always stays on. That is the whole status model: a conversation is either open or resolved.

Read a conversation row

Unread rows are highlighted. Unread is per person. A conversation counts as unread for you until you open it, and opening it marks it read for you only. Posting an internal note deliberately marks the conversation unread again for everyone except its author.

Reply to a customer

1. Open the conversation from the list.
2. Make sure the Reply tab is selected above the composer.
3. Type into Type your message here.
4. Send with the paper-plane button or Cmd/Ctrl + Enter.

The composer toolbar gives you:

An unassigned conversation can be answered by anyone with access to its team. Once it is assigned, only the assignee can reply — or the Pulse AI agent holding it. Everyone else gets a banner in place of the composer, and has to select Join conversation to take it over first. Joining also clears any Pulse AI agent from the conversation.

Email conversations are sent as HTML and reuse the thread’s existing subject. Every other channel sends plain text.

Add an internal note

Notes are for your team. They never reach the customer, and the server never routes them to the channel.

1. Select the Note tab above the composer.
2. Write into Add an internal note…. Notes are capped at 2000 characters.
3. Send. The note marks the conversation unread for everyone else.

Notes have no attachments, templates or variables. The Note tab stays available even when replying is blocked. That is how collaborators contribute.

Assign, resolve and re-open

• Assign — use the assignee control in the thread header, or the Assigned to row in the contact panel. The list contains the members of the conversation’s team plus Unassigned.
• Take it yourself — select Join conversation.
• Unassign — pick Unassigned in the assignee menu.
• Resolve — select Resolve in the thread header.
• Re-open — select Re-open. Archived conversations that are already resolved cannot be re-opened.

Move a conversation to another team

Use this to escalate work to a team you may not even be in — access to the target team is not required. The option appears when the conversation is not archived, you have access to its current team, and the account has another team with messaging access.

1. In the thread header, open the ⋮ menu and select Move to team, or select the Team row in the contact panel.
2. In Move to another team, pick the Team. The list contains every messaging-enabled team except the current one.
3. Write an Internal note (optional) if it helps, up to 2000 characters. It is stored on the hand-over and shown in the thread.
4. Leave Keep me as a collaborator ticked if you want to keep following the conversation. It is ticked automatically when the move would otherwise put the conversation out of your reach.
5. Select Move conversation.

If the current assignee is a member of the target team, they stay assigned. If they are not, the conversation is unassigned into that team’s queue. Only open conversations lose their assignee this way — resolved ones keep theirs for the record.

The conversation and its full history move together, and the other team is notified. When an admin changes a channel’s team in Settings → Channels, every conversation on that channel moves the same way.

Bring in a collaborator

A collaborator can read one specific conversation and post internal notes on it, without being in the owning team.

1. Open the contact panel with View details.
2. On the Collaborators row, select Add.
3. Pick a user. The list only offers people who have inbox access somewhere in the account and are not already collaborators.

Only people with team access to the conversation can add or remove other collaborators. A collaborator can always remove themselves with the ✕ on their own chip.

Note Remove yourself from a conversation whose team you are not in and it leaves your Inbox: the collaborator grant was your only route to it. The same happens, live, if someone else removes you.

Collaborators find their conversations under Collaborating in the rail.

Tag conversations

Tags are account-wide, so the same set is available on every conversation regardless of team or location.

To tag a conversation: open the contact panel, select Add on the Tags row, and tick the tags you want. Untick to remove, or use the ✕ on a tag chip. Anyone with team access to the conversation can do this.

To create a tag (requires full Messaging access): in the same menu, type into New tag name and select Create. Creating a tag whose name already exists reuses the existing one.

To edit a tag (requires full Messaging access): select the pencil on the tag row. In Edit tag change the Name (up to 50 characters) or pick a different Color, then select Save.

To delete a tag (requires full Messaging access): select the bin on the tag row and confirm Delete tag?. The tag is removed from the whole account and from every conversation carrying it.

Work on several conversations at once

1. Hover a row’s avatar and select the checkbox that appears. Repeat for each conversation.
2. A toolbar appears showing how many are selected. Click that text to extend the selection to every conversation matching the current filter, not just the ones loaded on screen.
3. Select Actions and choose one of:
   • Edit conversations — opens a modal where Select property offers Status, and Status offers Open or Resolved. Select Save changes.
   • Export as CSV
   • Export as Excel

Exports run in the background. The export contains Id, Status, FirstName, LastName, PhoneNumber, Email, Assignee, Location, Team, ChannelName, ChannelType, CreatedOn, ResolvedOn, ResponseTime, ResolutionTime, Tags, FirstMessage, TotalMessages.

Edit conversations is hidden while you are in the Collaborating scope. A bulk edit also skips conversations you only collaborate on.

Keep messaging on WhatsApp Business

WhatsApp Business conversations have a 24-hour service window. It is open when the customer has messaged you in the last 24 hours. Sending an approved template in that time keeps it open too. If neither has happened, the 24 hours run from the moment the conversation was created.

When the window closes, the composer tells you to use an approved message template.

1. Select use an approved message template.
2. In New message, pick a Template. The list only offers templates registered for that channel and without buttons.
3. Select Send message.

Sending the template re-opens the 24-hour window and you can reply normally again. The window state is refreshed every 10 minutes, so the banner can appear without you reloading the page. This applies to the WhatsApp Business channel only, not to WhatsApp (Beta).

Start a new conversation

Conversations start from a contact, not from the Inbox itself.

1. Open the contact — from Contacts, or from View full contact in the Inbox panel — and choose New conversation.
2. Pick the Channel. The list only offers channels that can open a conversation and that match what the contact has: an email address for an email channel, a phone number for SMS or WhatsApp. Facebook Messenger and Instagram cannot start conversations. Live chat only can when its missed-conversation notification option is on.
3. Pick the Location where relevant. It is required for live chat.
4. Fill in the message: Subject and body for email, a Template for WhatsApp Business, or Message for everything else. WhatsApp (Beta) messages are capped at 1024 characters.
5. Select Create.

If an open conversation already exists with that contact on the same location and channel, you get Conversation already exists. It offers Resolve conversation or Go to conversation.

Stay on top of new messages

The Inbox updates live. The first time you open the Inbox, a snackbar offers browser notifications. Select Enable to turn them on, or manage them later at Settings → Profile.

Who can do what

Troubleshooting

Related articles

• Inbox templates and variables
• Pulse AI agents
• Conversation analytics
• Channels
• Teams
• Managing contacts