Inbox
Conversation context
On wide screens the right pane is Context. On smaller screens open the same panel from the thread. Details vs Timeline tabs split CRM from the cross-channel event log.
In the app: Inbox
Details tab
- AI summary — short read on sentiment and intent.
- Conversation cost — wallet debit for this thread (billing roles).
- Tickets — support tickets for this conversation and customer. Create or jump to a ticket without leaving Inbox.
- Contact — name, email, phone, channel identities (including Instagram handle or Facebook PSID). Open the CRM contact overlay from here.
- Deal — primary deal and stage when the contact has pipeline data.
- Tags — add or remove conversation tags.
- Visitor geo and commerce hints appear when web chat or catalog messages provided them.
Timeline tab
Channel timeline lists messages across channels on this person, plus handoffs and system events. Use it when a customer jumped from web chat to WhatsApp or after an AI-to-human handoff.