Unified Inbox Overview

The unified inbox consolidates all conversations from all 6 channels into one place. Your agents see one queue, not six.

What is the Unified Inbox?

Every message—SMS, WhatsApp, RCS, Email, Instagram, or Web Chat—lands in the same inbox. Agents don't need to switch between tabs or tools.

Before Msghub

Agent switches between:
- SMS app
- WhatsApp Web
- Gmail
- Instagram DMs
- RCS app
- Custom chat widget
= 6 different tools

With Msghub

One unified inbox:
- SMS
- WhatsApp
- RCS
- Email
- Instagram
- Web Chat
= One dashboard

Inbox View

Conversation List

1. Go Inbox
2. See all conversations:
   • Channel icon — Which channel?
   • Contact name — Who is it?
   • Last message — What did they say?
   • Timestamp — When?
   • Unread badge — How many unread?

Open Conversation

1. Click on a conversation
2. See:
   • Full conversation history — All messages from this contact
   • Contact profile — Name, phone, email, tags
   • Order data — If integrated with e-commerce
   • AI summary — What is the issue?
   • Suggested replies — What should I say?

Conversation Management

Mark as Read

Click on conversation to mark as read. Unread badge disappears.

Assign to Agent

1. Click on conversation
2. Click Assign to Agent
3. Select agent
4. Agent receives notification

Add Tags

1. Click on conversation
2. Click Add Tag
3. Select or create tag:
   • "vip_customer"
   • "product_inquiry"
   • "refund_request"
4. Click Save

Change Status

1. Click on conversation
2. Click Status
3. Choose:
   • Open — Active conversation
   • Pending — Waiting for customer response
   • Resolved — Conversation complete
   • Archived — Archive conversation

Snooze Conversation

1. Click on conversation
2. Click Snooze
3. Choose when to resurface:
   • 1 hour
   • 4 hours
   • Tomorrow
   • Next week
4. Conversation reappears at that time

Agent Tools

AI Co-Pilot

The AI co-pilot helps agents respond:

1. Open conversation
2. See AI Suggestions panel
3. AI suggests:
   • Suggested replies — What to say?
   • Knowledge base articles — Relevant info?
   • Order details — Auto-filled from order system
   • Customer history — Previous interactions?

Suggested Replies

AI generates suggested replies based on context:

Customer: "Where's my order?"

Suggested replies:

• "I found your order! It's out for delivery today."
• "Your order is on the way. ETA: 4 PM today."
• "Let me check the status for you..."

Click a suggestion to use it, or edit before sending.

Knowledge Base Search

1. Open conversation
2. Click Search Knowledge Base
3. Type question: "return policy"
4. See relevant articles
5. Click to insert into reply

Order Lookup

If integrated with e-commerce:

1. Open conversation
2. Click Order Lookup
3. Enter order number
4. See:
   • Order details
   • Items
   • Shipping address
   • Tracking info
5. Auto-fill in reply

Conversation History

Full Context

When you open a conversation, you see:

• All messages — Entire conversation history
• All channels — Messages from all channels this contact used
• Timestamps — When each message was sent
• Read receipts — When messages were read
• Delivery status — Delivered, read, failed

Cross-Channel History

If a customer messages you on WhatsApp, then emails, then calls:

1. Open conversation
2. See all interactions:
   • WhatsApp message (Day 1)
   • Email (Day 2)
   • Phone call note (Day 3)
3. Full context of relationship

Filters

Filter Conversations

1. Go Inbox
2. Click Filters
3. Filter by:
   • Channel — SMS, WhatsApp, Email, etc.
   • Status — Open, pending, resolved
   • Agent — Assigned to which agent?
   • Tag — Which tag?
   • Date — When?
4. See filtered conversations

Search Conversations

1. Go Inbox
2. Click Search
3. Search by:
   • Contact name — "Rahul"
   • Phone number — "+919876543210"
   • Message content — "refund"
   • Order number — "ORD-4821"
4. See matching conversations

Notifications

Get Notified

1. Go Settings → Notifications
2. Enable:
   • New message — Alert on new message
   • Assigned — Alert when assigned to you
   • Mention — Alert when mentioned
3. Choose notification type:
   • Email — Email notification
   • Push — Browser push notification
   • Sound — Audio alert

Do Not Disturb

1. Go Settings → Notifications
2. Set Do Not Disturb hours:
   • Start: 6 PM
   • End: 9 AM
3. No notifications during these hours

Agent Status

Set Your Status

1. Click your profile (top right)
2. Choose status:
   • Online — Ready to chat
   • Away — Temporarily unavailable
   • Offline — Not available
3. Conversations won't be assigned when offline

Agent Availability

When all agents are offline:

1. Chatbot handles conversations
2. Messages are queued
3. Agents see them when back online

Performance Metrics

Agent Metrics

1. Go Analytics → Agents
2. See:
   • Conversations handled — Total conversations
   • Average response time — How fast do you respond?
   • Resolution rate — % of conversations resolved
   • Customer satisfaction — Rating from customers
   • Messages sent — Total messages sent

Team Metrics

1. Go Analytics → Team
2. See:
   • Total conversations — All conversations
   • Average response time — Team average
   • Resolution rate — Team average
   • Customer satisfaction — Team average

Best Practices

Response Time

• Aim for under 2 minutes — Customers expect fast responses
• Use AI co-pilot — Get suggestions for faster responses
• Use templates — Pre-written responses for common questions
• Set status — Mark as away if you need a break

Conversation Quality

• Be helpful — Answer the question directly
• Be professional — Maintain brand voice
• Be empathetic — Show you care
• Solve the problem — Don't just chat

Organization

• Use tags — Organize conversations
• Use status — Track progress
• Assign conversations — Distribute workload
• Archive resolved — Keep inbox clean

See Also

• AI Chatbot
• Flow Builder
• Agent Tools