Unified Chat
Use the omnichannel inbox to manage WhatsApp, Messenger, Instagram, and internal conversations
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Unified Chat
Unified Chat is the primary inbox for handling customer conversations across connected channels in one workspace.
Open Unified Chat from the sidebar (Inbox / Unified Chat). Make sure the required channels are connected for your workspace.
Unified Chat inbox
/docs/en/workspace/inbox/unified-chat-overview.png
What you can do
- View conversations from WhatsApp, Messenger, Instagram, and internal chat
- Filter and search the conversation list
- Open a thread and reply with text, media, or structured message tools
- Assign conversations to teammates
- Use tags and conversation context panels when available in your plan
Open the inbox
- Sign in to your workspace subdomain
- From the main sidebar, open Unified Chat (or Inbox)
- Select a conversation from the list
- Use the composer at the bottom to reply
Work a conversation
- Read the latest customer messages in the thread
- Optionally assign the conversation to yourself or a teammate
- Compose a reply (text, attachment, template, or quick message where enabled)
- Send and confirm delivery status indicators in the thread
Some channels enforce messaging windows (for example WhatsApp customer care windows). If send is blocked, follow the on-screen guidance or use an approved template.
Unified Chat composer
/docs/en/workspace/inbox/unified-chat-composer.png
Tips
- Keep channel accounts healthy (connected and authorized) so new messages appear in the inbox
- Use assignment so ownership is clear across the team
- Pair Unified Chat with templates and message builder for faster replies