Which channels does the inbox connect?#
Six channels deliver into the same inbox, and every message also appears on the contact's timeline. Add them on the Channels and AI tab with Add a channel.
| Channel | What you connect | Highlights |
|---|---|---|
| Text messages | A Twilio number, or a number you buy in Phone numbers | Missed-call text-back on the same number |
| Email inbox | Inbound email forwarded to your channel's address | Replies go out from your sending connection |
| Website chat | A script tag pasted into your site | Your title, greeting and allowed sites |
| Facebook Messenger | Your Facebook Page | Page messages land beside texts |
| Instagram DMs | Your Instagram professional account | DMs become contacts automatically |
| WhatsApp (Cloud API) | Your WhatsApp Business number | An approved template reopens closed conversations |
How do I set up the Conversations inbox?#
Inbox setup
Step 1: Add your first channel
Open Conversations, switch to Channels and AI and choose Add a channel. Start with the line customers text most.Open ConversationsStep 2: Connect the provider
Add your Twilio, email or Meta account once in Connections, then pick it for the channel.Open ConnectionsStep 3: Install the chat widget
Add a Website chat channel, copy its script tag and paste it into your site. Name the window and write the greeting visitors see.Step 4: Turn on missed-call text-back
On your text channel, switch on Text back missed callers so every unanswered call gets a text within moments.Step 5: Teach Conversation AI your business
Fill in the business facts box with services, prices, hours, service area and your booking link, and set the Tone.Step 6: Set open hours and response time
Under Open hours and response time, pick your days and hours and how many minutes count as a timely first reply.
How does my team work the inbox?#
Threads sort newest and unread first and refresh every 10 seconds. The view tabs are Unread, Open, Starred and All, and the filters narrow by channel or by assignee (Anyone, Unassigned or a teammate).
- Switch the composer between Reply and Internal note; notes stay inside your team.
- Press Cmd or Ctrl + Enter to send.
- Use Assign to me, star, close or Mark unread to keep ownership clear.
- On a wide screen a third pane shows the contact's email, phone, do-not-disturb, Open deals and Next task, with Open contact one click away.
- Start a fresh thread with Message a contact.
How does Conversation AI reply for me?#
Conversation AI reads the thread and the facts you gave it, then drafts or sends the answer. Set it per channel, and override any single thread with Conversation AI here.
A Suggested reply appears above the composer. Review it, choose Use this reply, edit if you like and send. Ideal while you build trust in the answers.
Conversation AI answers on its own on every channel except email, up to a daily limit per contact that you set (3 by default). Email always waits for a person, and contacts on do-not-disturb are never auto-answered.
Your team writes every reply. Switch a single thread off when a conversation needs a personal touch.
How do I make sure no lead waits too long?#
Set a first-response time and Agent Studio tracks every customer message against it. The default is 60 minutes. A message nobody answers in time counts as a missed first response in Response times and fires the No first reply in time trigger, so a workflow alerts the owner or sends a holding reply.
Never lose a caller: turn on missed call text back, and let AI support answer routine questions on every channel.