Inbox

Every message from every channel — WhatsApp, Instagram, SMS, web widget — lands in one unified inbox. Moxabot's AI handles conversations automatically; your agents step in when it matters most.

Inbox layout

The inbox is split into two panels. The left panel shows your conversation list — sorted by most recent activity — with channel icons, contact names, a message snippet, timestamp, and a status pill. The right panel is the full chat view for the selected conversation.

Every message bubble carries a badge so you can instantly tell who sent it:

Channel icons appear as coloured dots in the conversation list and in the chat header:

Assign & reply

By default, your AI handles every incoming message. When you need a human touch — for complaints, refunds, or VIP customers — any agent can take over in one click and reply directly from the inbox.

Taking over from the AI

Assigning to a team member

Admins and agents can assign any conversation to a specific team member. Assigned conversations appear at the top of that agent's inbox view, filtered under their name.

Replying manually

The reply bar supports plain text, emoji, and file attachments (images, PDFs up to 10 MB). Press Shift + Enter for a line break without sending. Press Enter or click Send to deliver.

Internal notes

Switch the reply bar to Note mode (toggle above the input field) to leave an internal comment. Notes are highlighted in yellow and are never sent to the customer — they're visible only to your team in the conversation thread.

Quick replies & macros

Macros are saved reply templates your whole team can share. They eliminate repetitive typing for common responses — shipping updates, return instructions, pricing FAQs — and keep tone consistent across every agent.

Creating a macro

Inserting a macro with /slash

While typing in the reply bar, press / to open the macro picker. Continue typing the macro name to filter results. Click or press Enter to insert the full body into the reply field. You can edit it before sending.

/ return          →  filters to all macros containing "return"
/ shipping-delay  →  inserts the "shipping-delay" macro body
/ refund          →  inserts the refund acknowledgement template

Managing the macro library

Admins can edit, duplicate, or delete macros from Team → Macros. Agents can only use macros — they cannot create or modify them unless granted Admin role.

Contact timeline

Every contact has a unified timeline that aggregates their entire conversation history across all channels. Whether they messaged you on WhatsApp last month and then the web widget yesterday, you see it all in one place.

Viewing the contact panel

Click the contact's name or avatar in the chat header to open the Contact details panelon the right side of the screen. It shows:

• Full name, email, phone number, and location
• First seen date and total conversation count
• All channels they've used
• Complete message history across every channel — scrollable timeline
• Custom attributes you've added (e.g. "VIP", "Shopify customer ID")
• Internal notes attached to the contact (separate from conversation notes)

Adding notes to a contact

Status indicators

Every conversation carries a status that tells your team at a glance what needs attention. Statuses update automatically as the conversation progresses, or you can change them manually.

To manually change a status, open the conversation and use the status dropdown in the top-right of the chat panel (next to the Assign button). Resolved conversations are hidden from the default inbox view but remain searchable and visible in the contact timeline.

Filters & search

Use the filter bar above the conversation list to narrow down what you see. All filters can be combined and are remembered per browser session.

Search

The search bar (top of the inbox) searches across contact names, phone numbers, email addresses, and message content. Search is full-text and returns results from all channels and all statuses — including resolved conversations.

Next steps