What It Does #
Unified Inbox is a single place to view and reply to all conversations: chatbot conversations, live chat (website/Messenger/Instagram), tickets, social messages (Facebook, Instagram, WhatsApp), and comments. You can filter by sub-view (All, Chatbot, Live Chat, Tickets, Social Messages, Comments) and by status (e.g. human handoff, unread). Reply to conversations, take over as a human agent, or archive threads. Pro may be required for full inbox and manual reply.
Requirements #
- Helpmate — Inbox is part of the core app. Full access to live chat and social replies typically requires Pro and connected channels.
Where to Configure #
Go to Helpmate → Inbox. Use the sidebar or tabs to switch between All, Chatbot, Live Chat, Tickets, Social Messages, Comments, and Archived.
Sub-views #
- All — All conversations across sources
- Chatbot — AI chatbot conversations
- Live Chat — Live chat from website and connected channels
- Tickets — Support tickets
- Social Messages — Facebook Messenger, Instagram DM, WhatsApp
- Comments — Facebook and Instagram comments
- Archived — Archived conversations
Actions #
Open a conversation to see the thread. You can reply (as human when in handover mode), star, archive or restore, and use filters (e.g. show only human-handoff). Pagination and search help you find specific conversations.
Summary #
| Item | Details |
|---|---|
| Where to configure | Helpmate → Inbox |
| Sub-views | All, Chatbot, Live Chat, Tickets, Social Messages, Comments, Archived |
| Actions | Reply, take over as human, star, archive, filter |
| Integration | Human Handover, Live Chat settings, Social Platforms, Ticket System |
Related: Human Handover · Live Chat · Social Platforms · Ticket System
