Smart Inbox Channels, Tabs and Filters
Use All, WhatsApp, Messenger, Instagram, comments, Telegram and supported email tabs with unread, assigned and status filters.
Overview
Search Aliases: inbox tabs, all chats, assigned conversations, unread inbox, social comments inbox
CHANNEL TAB REFERENCE
All: All supported messages and comment threads.
WhatsApp: WhatsApp Business conversations.
Facebook Messenger: Private messages from connected Facebook Pages.
Instagram Messenger: Instagram direct messages.
Facebook Comments: Facebook comments and supported replies.
Instagram Comments: Instagram comments and supported replies.
Telegram: Telegram bot or messaging conversations.
Email: Inbound email where the feature is enabled.
COMMON FILTERS
Unread: New customer activity.
Open / Active: Work requiring action.
Assigned to Me: Work owned by the signed-in user.
Unassigned: Waiting for an owner.
Resolved / Closed: Completed history.
Team or Agent: Selected owner where permission allows.
Search: Contact name, phone, email, identifier or message text where supported.
RECOMMENDED WORKFLOW
- Open Smart Inbox.
- Start with Assigned to Me.
- Review Unread.
- Review Unassigned if you manage a shared queue.
- Select a channel tab when provider-specific action is required.
- Use search and status filters.
- Resolve completed work and create a follow-up where needed.
COMMENTS & PRIVATE REPLIES
Use suitable public replies for general information. Move private, negative, sensitive, detailed or sales-ready discussions into a supported private conversation or human workflow. Do not publish personal customer information in a public comment.
TELEGRAM
Telegram appears when a supported connection is active. Telegram conversations can use contact context, assignment, notes, automation and handover where supported.
Show Email only when inbound email conversation support is enabled. Email campaign sending alone does not necessarily create an Email tab.
TEST & VERIFICATION
- Send a test interaction through each source.
- Confirm All and each channel tab.
- Test Unread, Assigned, Unassigned, Active and Resolved.
- Test search with fictional number +92 300 1234567.
COMMON ISSUES & SOLUTIONS
| Tab missing | Check the channel connection, feature, permission and user role. |
|---|---|
| Item appears in the wrong tab | Check source mapping and event type. |
| Comment missing | Check Page/account permission and event subscription. |
| Telegram empty | Check bot token, webhook/update and test chat. |
| Email missing | Confirm inbound email support, not only outbound campaign sending. |
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