Smart Inbox Overview

Manage WhatsApp, Messenger, Instagram, comments, Telegram and supported email conversations with customer context, assignment and handover.

Overview

Unified conversations, channel tabs, customer context, contacts, fields, pipelines and reusable content

This chapter explains how authorized users manage customer conversations and CRM records from one operational workspace. Smart Inbox opens with All by default, then provides separate tabs for WhatsApp, Facebook Messenger, Instagram Messenger, Facebook Comments, Instagram Comments, Telegram and inbound Email where enabled.

Chapter contents

Smart Inbox Overview
Smart Inbox Channels, Tabs and Filters
Send Replies, Media and Attachments
Customer Context, History, Notes and Assignment
Transfer Conversations and Use Human Handover
Use AI Assistance in Smart Inbox
Customize Smart Inbox Appearance
Manage Contacts and Leads
Use Tags, Badges and Segments
Create and Manage Custom Fields
Import and Export Contacts
Review Contact Import Logs
Manage Pipelines, Follow-Ups and Tasks
Use Quick Replies, Response Resources and Media Library

Search Aliases: shared inbox, team inbox, unified inbox, customer conversation inbox, all chats

What this guide helps you do

Understand the Smart Inbox layout, unified All view, channel tabs, conversation list, message panel, customer context, assignments, notes, AI assistance, media and human handover.

Who should use it

Agents, sales users, customer-support users, marketing users and managers responsible for customer communication.

Where to find it in Wemblo

Open the workspace navigation and choose Smart Inbox.

Before you begin

Confirm the correct workspace.
Confirm the user role can access conversations.
Connect at least one supported channel.
Use fictional contacts for testing.

MAIN CONCEPTS & FIELDS

All	Default view combining supported conversations and comment threads.
Channel Tab	Source-specific queue.
Conversation List	Recent customer activity, status, owner and preview.
Conversation Panel	Message history and composer.
Customer Context	Contact, fields, tags, source, history, pipeline and notes.
Assignment	User or team responsible for the conversation.
Human Handover	Transfer from automation or AI to an authorized person.

Step-by-step instructions

Open Smart Inbox.
Confirm All is selected.
Review the channel badge and latest activity.
Open a conversation.
Review customer context before replying.
Send a manual reply, reusable response, approved template or media.
Use AI assistance only after reviewing the output.
Add or update tags, fields, notes and assignment.
Transfer or hand over when required.
Set the conversation status and next follow-up.

Best practices

Start with Assigned to Me and Unread.
Read the previous conversation before responding.
Keep internal notes short and relevant.
Do not leave every completed conversation open.
Create a follow-up instead of using an open conversation as a reminder.
Use human handover for sensitive, private, regulated, urgent or final decisions.

TEST & VERIFICATION

Send one test interaction through every connected source.
Confirm each appears in All.
Confirm each appears in the correct channel tab.
Confirm the contact is created or updated.
Test assignment, note, reply, media and handover.

COMMON ISSUES & SOLUTIONS

Item	Details
Conversation missing	Check channel connection, provider event, webhook, permission and active workspace.
Agent cannot reply	Check role, assignment, provider messaging rule, service window or required template.
Duplicate contact	Review phone/email normalization and merge process.
AI action missing	Check provider, model, key, usage and user permission.
Media unavailable	Check provider media event, file type, storage and permission.

Last reviewed: 2026-07-13