Inbox

The Inbox page is your live view of every conversation with customers — WhatsApp and, if you’ve connected it, Instagram too. The AI agent handles conversations automatically, but from here you or a teammate can read any thread in real time, jump in and reply by hand, and then hand the conversation back to the AI.

Note

Instagram follows its own rules — it only replies to people who already wrote to you, it has no message templates, and replies are text only. See the details in Connect Instagram.

The screen has two modes accessible via tabs at the top: Conversations (live chats) and Metrics (attendance performance — see Attendance metrics).

The Conversations tab has three panels:

• Conversation list (left).
• Open chat (middle).
• Customer details (right).

On smaller screens, such as a phone or a narrow window, the panels take turns: opening a conversation replaces the list (use Back to conversation list to return), and customer details open from the Details button.

Browse and find conversations

The left panel lists customers, with the newest activity at the top. Each item shows a preview of the last message, the date, and status chips, such as the cart status, “Needs human”, or a delivery error. The list covers your entire conversation history and updates live as new messages arrive — no refresh needed.

If your store has more than one inbox (for example, more than one WhatsApp number, or WhatsApp and Instagram), the selector at the top of the list lets you see All inboxes or just one of them, with the number of pending conversations in each.

Search

The Search contacts and messages… field searches your store’s entire history, and results appear in two sections:

• Contacts — customers whose name, phone number, or order number matches the search.
• Messages — messages containing the text you searched for, with a highlighted snippet. Click a result to open the conversation right at that message.

While you search, the list view and other filters are paused — only the inbox, channel, and Unread still apply. Use Load more to see more results and clear the search to return to the normal list.

Filters

The Filters button opens filters that combine with any view: Channel (WhatsApp or Instagram), Satisfaction survey, Cart Status, Recovery Type, Abandonment Reason, Feedback, and Tag. Cart filters only appear on e-commerce stores, the feedback filter appears on plans with agent improvements, and the tag filter appears once the store has tags. Applied filters are shown above the list, and each one can be removed with a click.

List views

At the top of the list, two buttons switch the view instantly:

• Needs you (the default view) — open conversations with no AI in charge: handed off by the AI, taken over by someone on the team, or with no owner. This is your work queue.
• All — everything that came in, including what the AI is handling.

The menu next to these buttons holds the other views:

Group	Views
Queue	Needs you, Mine (assigned to you, in any state), and All conversations
Team	Unassigned (no person responsible yet) and one view per team member. Appears when the store has more than one person or no active AI agent.
AI agents	One view per agent, with the conversations it’s handling
Archive	Snoozed (conversations in Waiting — see below) and Resolved
CRM	Today’s Reminders (CRM-mode stores — see next-contact reminders)

When you’re in another view and conversations are waiting for you, an alert shows how many conversations need you.

The Unread button filters any view to show only conversations with unread customer messages. You can also use Mark as unread on an open conversation to remind yourself to come back to it. In the side menu, the Inbox item shows a counter with the store’s pending conversations.

Note

Attendants whose access is limited to their own conversations (see Attendant scope) only see the Mine view.

Conversation status

Each conversation has a status that organises your work queue. The control is at the top of the open conversation.

Open

The default state. The conversation is active and appears in the working views, such as Needs you (when no AI is in charge) or All.

Waiting

Use Mark as waiting when you need to pause a conversation and come back to it later — for example, while you wait for information or a callback.

You need to have taken over the conversation before setting it to waiting.

When you mark it, choose when it should return to the queue:

• In 3 hours
• Tomorrow 9am
• Next week
• Choose date/time — freely, up to 7 days from now

For the duration, the conversation sits in the Snoozed view and leaves the working views. It automatically comes back to the queue when:

• the timer expires; or
• the customer sends a message (regardless of the remaining time).

Because “Waiting” requires a human owner, the AI stays paused on that conversation. If the customer writes before the timer fires, the conversation returns to your queue and stays with you — hand it back to the AI if you want the agent to take over again.

Resolved

Click Resolve to close the attendance. The conversation moves to Resolved and leaves the active views. When you resolve it, the conversation goes back to the inbox’s AI agent (if there is one), even if a team member was handling it.

If the customer writes again, the conversation reopens automatically and the AI agent replies as usual. If you need to pick it up yourself, click Reopen — the conversation returns to the queue as Open.

On e-commerce stores, the owner or an admin can turn on automatic closing, which moves handled WhatsApp conversations to Resolved when the customer stops replying for a chosen period. These conversations show the entry Automatically resolved after the service period.

Note

On CRM-mode stores, marking the deal Won or Lost in the deal rail also moves the conversation to Resolved and hands it back to the inbox’s AI agent — the deal owner doesn’t change. If the deal is reopened, the conversation returns to the queue.

Reply to a customer

1. Click a customer to open the thread.
2. Type in the composer and press Enter to send (use Shift+Enter for a new line).
3. If you like, attach an image, video, audio, or document (one file per message) and add a caption — or use Record audio to send a voice message.

Each message you send shows its delivery state: sent, delivered, read, failed, or pending.

Hover over a message to see more actions:

• Reply — replies quoting that specific message.
• Correct — on a message you’ve already sent, opens a correction draft in the composer for you to send next (available within the 24-hour window).

Note

On Instagram conversations, replies are text only — image, video, audio, and document attachments and voice-note recording aren’t available.

Quick replies

Click the Quick replies icon in the composer to open a panel with pre-written texts you can insert with a single click. There are two sections:

• Shared — available to everyone on the store team.
• Mine — created and visible only to you.

To create a quick reply, click New quick reply inside the panel. Give it a title and write the content. Sharing a quick reply with the whole store is available to the owner and admins — attendants create personal quick replies only. You can insert the customer’s name automatically using the shortcut in the form.

Internal note

Need to leave a message for the team without the customer seeing it? Switch the composer to Internal note mode before writing. Notes appear in the conversation timeline with a distinct background and are never sent to the customer’s WhatsApp.

Take over from the AI

At the top of the conversation there’s an assignee control. Use Take over conversation to handle it yourself, or assign it to a specific teammate or an AI agent.

Note

While a human owns a conversation, the AI stops replying automatically there. To hand control back, click Hand back to AI or assign the conversation to an AI agent — it resumes on the customer’s next message.

Each handoff is recorded in the conversation timeline: from whom to whom, the reason and, when the AI transferred it, a summary of the conversation written by the AI (use show summary to open it).

Messages we can’t read

Sometimes the customer sends something that arrives without readable content (for example, a format WhatsApp doesn’t pass on). When the AI is in charge of the conversation, it automatically asks the customer to resend the message as text. If the customer sends a second unreadable message in a row and human handoff is enabled, the conversation is marked Needs human; as soon as a readable message arrives, the AI takes care of it again.

In conversations owned by a team member, no automatic reply is sent — the message just shows up as unread for you.

Start a conversation with a new contact

On e-commerce stores, you can start a conversation with someone who hasn’t written to you yet:

1. At the top of the conversation list, click Start conversation with new contact.
2. Enter the Name and WhatsApp number (with the country code). Email is optional.
3. Choose an approved Template and fill in the Variables.
4. Click Create and send.

The contact and the conversation are created and the template is sent right away. If WhatsApp rejects the send, the conversation is still created — use Go to conversation to try resending the template.

Reply outside the 24-hour window

If more than 24 hours have passed since the customer’s last message, free-text replies are blocked and the composer tells you so. In that case:

1. Click Template.
2. Choose an approved template.
3. Fill in any variables (the customer’s name is pre-filled when possible).
4. Preview how it will look.
5. Send.

The template reaches the customer even outside the 24-hour window. Free-text replies unlock again once the customer responds to it. Learn more in WhatsApp Templates.

Caution

Instagram has no message templates. When the 24-hour window closes on an Instagram conversation, there’s no Template button to reopen it — the message box stays blocked until the customer writes again. Learn more in Connect Instagram.

”Request” badge (Instagram)

On Instagram conversations, a message from someone who doesn’t yet follow your account arrives marked with the Request badge. It’s just a heads-up — you reply normally, under the same text-only, 24-hour-window rules.

Visual identification of messages

In the thread, each message has a colour that indicates who sent it:

• Violet bubble — a template message (an approved WhatsApp template). These are paid messages that start or reactivate a conversation. A small label shows the origin: for example, Cart recovery, Pix recovery, Order paid, Order shipped, Blast · campaign name, Follow-up (with the step), or Satisfaction survey.
• Standard bubble without label — a message written by the AI or by a human, not a template.

If a message doesn’t have a violet bubble, it was written by the AI or a team member — no template cost applies.

Other details you’ll see in the conversation:

• Shared contacts — when the customer sends a contact over WhatsApp, it appears as a card with the name, phone number, and email.
• Transcribe — on audio messages with a transcript available, shows the text of what was said (use Hide transcript to close it).
• Message deleted — marks a message that was deleted after being sent.
• edited — marks a message that was edited after being sent.

Tags

Tags help you categorise and find conversations by topic (for example: “shipping question”, “urgent order”).

• Apply a tag: open the conversation and click + Tag just below the customer details. Type to search, or create a new tag by typing a name and selecting Create ‘name’.
• Remove a tag: click the × next to the tag on the conversation.
• Filter by tag: use the Tag filter in the conversation list to see only conversations marked with a specific tag.
• Delete from the catalog: inside the tag picker, click the delete icon next to a tag to remove it from all conversations and the catalog.

Satisfaction survey (CSAT)

Available for WhatsApp conversations. At the end of an attendance, you can ask the customer to rate their experience. Click the Request rating button at the top of the conversation.

The customer receives a WhatsApp message with two interactive buttons — 👍 or 👎. If they tap 👍, a second message presents a 1-to-5 star list for a more detailed rating. If they tap 👎, the conversation reopens for your team to follow up — no star rating is collected in that case.

When the button is unavailable:

• The 24-hour conversation window has expired. You can send a template to re-engage, but the rating request only becomes available again after the customer replies.
• A survey is already waiting for a response in that conversation.

Where the rating shows up:

• A coloured chip on the conversation shows the score (for example, ⭐ 4/5) as soon as the customer replies.
• The summary of all ratings for the period is on the Metrics tab. See Attendance metrics.

Deal rail (CRM-mode stores)

If your store is on CRM mode and the open conversation has a deal linked to it, an extra panel appears to the right of the conversation — the deal rail. It lets you handle the whole deal without leaving the conversation:

• Move stages: click the stage you want in the stage picker at the top of the rail. It’s the same funnel as the Kanban board — changing it here moves the card there too.
• Set or edit the value: click the value to edit it. A small note shows whether the value was set by hand or calculated automatically from the deal’s line items. The rail also honours the deal’s currency.
• Assign the owner: open the Owner section to pick a teammate or an AI agent as the deal’s owner.
• Mark Won or Lost: the buttons require a two-step confirmation — you can’t close a deal with a single click. When marking Lost, you can pick a reason.
• Switch between deals: if the conversation has had more than one deal over time, a list shows the others and lets you switch between them.

Above the message box, a few chips summarise the deal’s stage, value, and owner at a glance, without opening the rail.

Note

Marking a deal Won or Lost moves the conversation to Resolved and hands it back to the inbox’s AI agent, without sending any message to the customer. The deal owner stays the same. If the customer writes again shortly after closing — a “thank you”, for example — the same conversation reopens, without creating a new deal. Reopening the deal also returns the conversation to the queue. See conversation status.

Everything you do in the deal rail also shows up on the Kanban board and in the CRM metrics on the Dashboard.

An administrator can grant this rail to an attendant without giving them access to the full Kanban board — see Team.

Edit customer details from the rail

Still inside the deal rail, the Customer info section lets you edit the customer’s name, email, and phone, plus their company name, without leaving the conversation.

• When entering the phone number, include the country code (for example, +55 11 91234-5678) — that’s how Infynia identifies the number correctly.
• If the phone number already belongs to another customer in your store, Infynia blocks the change to prevent two records with the same number.

Products and one-off items on the deal

The same Products section from the Kanban board is also available in the deal rail, so you can put together the deal’s cart without leaving the conversation:

• Pick items from your catalog.
• If your store doesn’t have a catalog yet (common on CRM-mode accounts), type a one-off item — just a name and, if you like, a price (for example, “Consulting — $2,400”).
• The deal’s value follows the sum of the line items automatically. If you’d already set a value by hand and it ends up different from the sum, a prompt offers a Use cart total button to match the two.

Conversation tags mirror onto the deal

A tag you apply on the conversation is automatically copied onto the deal linked to it — so the deal carries the same context as the conversation, with no extra effort.

• Tags copied automatically are marked as automatic on the deal, to tell them apart from ones you added there directly.
• The 5-tag-per-deal limit (see organize deals with tags) only counts tags you added manually on the deal — tags mirrored automatically from the conversation don’t count against it.
• Removing the tag from the conversation removes the automatic copy on the deal; a tag you added manually on the deal isn’t affected.

Next-contact reminders

In the deal rail you can set when you want to reach out to that customer again. Type a date and time in dd/mm hh:mm format (for example, 25/12 14:00) — this works no matter what language your account is in.

Note

The field also accepts a few quick shortcuts, but only as Portuguese words — for example amanhã 14h (“tomorrow 2pm”) or hoje 18h (“today 6pm”). If you type in English or Spanish, use the dd/mm hh:mm date instead.

Every reminder due today is gathered in the Reminders view, in the CRM group of the conversation-list view menu (see list views), with a badge showing how many are pending.

Note

Reminders are your own to-do list — they don’t send any message to the customer automatically. It’s up to you to reach out when the reminder shows up.

Customer profile (lead)

Click the customer’s name to open their full profile. There you’ll find:

• Contact details.
• Customer since (the date of first contact).
• Total carts and their combined value.
• Recovered carts and the recovered value.
• Past conversations, which you can reopen.

This is the customer profile, also called the lead — it’s where that person’s full history is gathered.

Other conversation actions

• Mark as opted-out — records that the customer no longer wants to receive automated messages. The conversation then shows the Opted out notice; use Re-enable contact if they change their mind. The AI agent also records this on its own when the customer asks not to be contacted anymore.
• Notes — opens the conversation’s Internal notes panel, where you can see and add messages for the team.
• Notification sound — choose whether you want a sound alert when a conversation is yours or when nobody is handling it, and adjust the sound and volume. This preference only applies to the browser where you set it.

Test the AI agent (sandbox)

You can start a test conversation from the Inbox to see how the agent responds, without sending anything over real WhatsApp.

1. At the top of the conversation list, click the + button and start a test (optionally pick an opening template).
2. A test customer is created and the agent replies normally.
3. You type as if you were the customer and watch the agent’s replies.
4. End the test anytime.

Use this to preview your agent’s behaviour safely before putting it live.

Attendant scope

When an admin chooses Only their conversations under Team access, attendants can only see conversations assigned to them — the list stays locked on the Mine view and the other views are hidden. Learn more in Human handoff and Team.

Human-handoff settings

Human-handoff settings (on/off, who receives, how to distribute, team access, and automatic closing) live on a dedicated page, in the SETUP menu. See Human handoff.

Rules and limits

• 24-hour window: you can only reply with free text within 24 hours of the customer’s last message. After that, on WhatsApp use an approved template to reopen the conversation (templates can be sent any time); Instagram has no templates, so the conversation only reopens once the customer writes again.

• Human in control: when a human takes over, the AI stays silent in that conversation until it’s handed back — or until the conversation is resolved, which also hands it back to the AI.

• Waiting requires an owner: you must have taken over the conversation before setting it to waiting mode.

• Why a message can fail:

  • The 24-hour window closed (on WhatsApp, use a template).
  • The file type isn’t supported or is too large — images up to 5 MB (JPG or PNG; WhatsApp doesn’t accept WebP), video and audio up to 16 MB, documents up to 100 MB (WhatsApp rules; Instagram doesn’t accept attachments on any message you send).
  • The template isn’t approved or active.
  • A WhatsApp or Instagram delivery error.

  Failed messages show a link with the reason, so you know what to do.

Related pages

• AI agent — how the agent talks and when it hands off.
• Connect Instagram — connect your account and see the channel’s rules.
• Human handoff — configure who attends and how.
• Attendance metrics — AI and attendant performance.
• Team — manage users and permissions.
• Improve your agent — improve your agent from real conversations.
• Connect WhatsApp Business — connect your number.
• WhatsApp Templates — create and approve templates.
• Cart recovery — how conversations start.