Using the Unified Inbox

The Inbox brings every conversation into one place: email, SMS, WhatsApp, calls and website chat.

TabsCopy Anchor Link

• All: every conversation.
• Waiting for Me: conversations that need a person.
• Ava Handling: conversations the AI is answering.
• Snoozed: conversations you've put aside.

Use Search conversations… and Filters (channel, owner, leads or customers, campaign or organic, Assigned to Me) to narrow the list.

Status BadgesCopy Anchor Link

Ava Handling, Ava Drafted Reply, Needs You, Live, Replied by Ava, Replied or Handled.

ReplyingCopy Anchor Link

1. Open a conversation.
2. Type in Write a reply… (email also has a Subject).
3. Add files with Attach (up to 10 files, 10 MB each, 25 MB in total) or use Insert Template….
4. Click Send.

If Ava drafted a reply, you'll see Ava Drafted a Reply. Click Use Draft to edit it, or Approve & Send.

On WhatsApp, after 24 hours without a message from the contact, you can only send an approved template (Send Approved Template…).

Other ActionsCopy Anchor Link

• Snooze, Mark Handled and Assign to a teammate.
• Take Over / Return to AI: see Taking Over from Ava.
• View Record opens the lead or customer.
• Switch channel with Send an email, Send an SMS or Send a WhatsApp message.

If a Message Doesn't SendCopy Anchor Link

The reply box shows the reason and keeps your text. See Why Was My Message Blocked?