Your Inbox keeps every conversation organized so nothing slips through the cracks. It's divided into three sections — Open, Resolved, and Channels+ — each with its own subcategories. This article explains what each one contains so you always know where to look.
We've broken the article into a few sections:
Open
The Open section holds all your unresolved conversations — new chats and ones you're actively working on. Once a conversation is resolved, it moves to the Resolved section. How Open is split depends on the size of your team.
If you work solo
If you're the only agent, your open chats are divided into two subcategories. This works well for small and mid-sized companies where one person handles all communication, or where a shared account is left open on a company computer.
All — every unresolved conversation, both new and active. Once resolved, they move to the Resolved section.
New — conversations waiting for your first reply. As soon as you join, they appear under All.
If you work with a team
If more than one agent handles your conversations — or you use Groups — the Open section is divided into four subcategories. This gives larger teams a clearer overview and more comfort when several people share the workload.
All — every unresolved conversation. Handy for team leaders who want the full picture of incoming chats.
Primary — a combination of New and Mine: new chats plus the ones you've joined.
New — the first message from a visitor lands here. If you use Groups, new unassigned chats from your groups appear here too.
Mine — all unresolved conversations assigned to you.
Note: Groups are available in the EXPERT package (Legacy: PRO).
New: Conversations handled by Mira AI or a Flow appear in All in real time — as soon as the visitor starts chatting with them, not only after the conversation ends. You can watch them live, but the reply field stays locked until you take the conversation over; in the meantime these chats don't play the new-message sound. Once you take a conversation over, it's assigned to you (in team accounts you'll find it under Mine) and notifications work as usual — and you can also assign it back to the AI agent. Closed and resolved bot conversations behave as before.
Resolved
In this section, conversations are grouped by who resolved them:
Agent — live chat conversations resolved by a human agent.
Automation — conversations resolved by a Flow.
Mira AI — conversations resolved by the AI chatbot.
Channels+
The Channels+ section lets you connect Messenger, WhatsApp, and your email inbox, so you can manage conversations from every channel in one place.
To set up a channel, see these guides:
What's next?
Inbox – general settings — configure how your Inbox behaves.
Inbox tagging — organize conversations with tags.
Email integration — bring your email conversations into the Inbox.
💡 Need more help? Contact our support team — we're happy to assist!