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The Inbox is your unified conversation workspace. It combines messages from WebChat, WhatsApp, Messenger, Telegram, and Slack or Discord so you can review context, reply manually, and keep support or sales threads moving.

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Filter the conversation list

Use the left sidebar to narrow the list by:
  • search query
  • channel
  • auto-reply status
This helps you find a single customer quickly or focus on conversations that need manual handling. The auto-reply status filter maps to whether the conversation is muted. A muted thread stays in Inbox, but the bot stops sending automatic replies until your team turns auto reply back on.

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Work inside a thread

When you open a conversation, you can:
  • read the full message history
  • see which channel the thread came from
  • send a manual text reply
  • attach an image
  • jump back to the main inbox on mobile
BoundBot keeps the thread view focused so you can resolve the customer request without switching screens.

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Manual Intervention & Handoff

You can switch between AI and human support per conversation. When the bot is replying automatically, your team can step in at any time: open the thread in the unified conversation workspace, type your reply, and send it. That reply is a manual text reply and is shown as coming from your team. If you want the bot to fully stop in that thread, mute auto reply for the conversation. This is also the state used by the Stop Auto Reply action. Once muted, the bot stays silent in that conversation until your team unmutes it. Use the Inbox when you want to take over a thread, answer something the bot cannot handle, or close the loop with a human touch. For a clear handoff, you can add to your bot’s system prompt that it will offer to “connect you with the team” when it cannot resolve the request.

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Use conversation summaries

If your plan supports conversation summaries and a summary has been generated for the thread, a Summary button appears in the header. Open it to see an AI-generated overview of the conversation so far. Use summaries when:
  • a thread is long and you need the context fast
  • a teammate is taking over
  • you want a quick recap before replying

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Best practices

  • Use manual replies when the customer needs a human decision or exception.
  • Attach images only when they help resolve the issue faster.
  • Review stale threads from the Needs attention panel on the overview page.
  • If the bot is making mistakes, fix the underlying bot prompt or knowledge source instead of correcting the same issue one thread at a time.
Response speed: Reply from the Inbox as soon as you can after taking over a thread. Fast manual text reply and clear next steps keep customers from repeating themselves and improve perceived quality of support.
Inbox works best when channels, bots, and knowledge are already set up. If replies are weak, review Bots and Knowledge base before you scale traffic.

Overview dashboard

Open the highest-priority stale threads from the needs-attention panel.

Channels overview

Review the channel types that feed conversations into the inbox.

Bots

Improve the assistant when you see repeated reply issues in live threads.

Knowledge base

Fix weak answers at the source instead of patching them one conversation at a time.