Inbox
Every chat from every channel in one inbox — with a switch that lets you take over from the bot whenever you want to answer someone yourself.
What this tab is for
Facebook, Instagram, WhatsApp and your website all arrive here. You watch the bot work, and step in whenever you want to.
It refreshes on its own — a new message appears without you pressing anything.
The two Bot switches
This is the most important thing on the tab, and there are two of them. They do different jobs:
| Switch | Where | What it does |
|---|---|---|
| Bot ON / Bot OFF | Top of the chat list | The whole account. Off, the bot stops replying on every channel and every conversation |
| Live / Manual | Top of an open chat | This one person only. The bot keeps working with everyone else |
Both switches show Loading… for a moment after the tab opens. That is deliberate — showing a guess and then correcting it would look like your setting had changed by itself.
Finding a conversation
| Tool | Use it to |
|---|---|
| Search | Look inside names and message text at once |
| Channel dropdown | Show only one platform — and if you have several Pages, only one Page |
| Tag dropdown | Show only conversations carrying a tag, with a count beside each |
When a filter matches nothing you get Clear filters, so you never have to remember which one you left on.
Reading the list
| What you see | What it means |
|---|---|
| The icon before the name | Which channel this chat came in on |
| Bold name, bold preview, a red dot | Unread — a customer wrote and you have not looked yet, the way Messenger shows it. Open the chat and it goes back to normal; the next message makes it bold again. A bot reply does not clear it — you have not seen it |
| “2m”, “3h”, “5d” | How long since the last message |
| A green bot badge | The bot is answering this person |
| An amber manual badge | You have taken over this chat |
| A grey pill with a name | Which of your Pages this landed on (only shown when you have several) |
| A red tag | Your complaint tag — worth opening first |
Answering someone yourself
- 1Open the chat.
- 2Turn its switch to Manual so the bot does not talk over you.
- 3Type in the box at the bottom and press Enter, or the blue send button.
- 4When you are finished, turn the switch back on and the bot resumes.
Your messages sit on the right in blue, the customer's on the left in grey. Anything you sent by hand is marked You underneath, so you can tell your words from the bot's at a glance.
Replying from Messenger, Business Suite, WhatsApp or Instagram
You do not have to answer from this dashboard. A reply you type in the Messenger app, in Meta Business Suite, in the WhatsApp Business app on your own phone, or in Instagram lands in the chat here within seconds, marked You — exactly as if you had typed it in the box below.
That matters for two reasons. The customer's messages are then counted as answered, so switching the bot back on does not make it answer them a second time. And the bot remembers what you said: a price you quoted by hand is a price it will not contradict later.
Sending more than text
| Button | What it sends |
|---|---|
| Camera | Takes a photo there and then — most useful on a phone |
| Photo | Picks a picture already on your device |
| Microphone | Records a voice message. Press once to start, again to stop and send |
| The smiley | A small set of common emoji |
Deleting a chat
The red bin in the chat header removes the conversation from your dashboard. It does not delete anything from Facebook, Instagram or WhatsApp — the customer still has the thread on their side, and if they write again a fresh conversation appears.
On a phone
The list fills the screen; tap a chat to open it and the back button brings you to the list. One back press closes the chat, the next leaves the tab — so you never fall out of the dashboard by accident.