📬Inbox

Learn how to use the Dapta Inbox to view, filter, assign, and respond to text agent conversations across all channels.

The Inbox lets you manage every conversation your text agents are having, across all connected channels, from a single screen.

Navigate to Text Agents > Inbox in the left sidebar.

The Inbox showing all conversations with filters and search

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Inbox Layout

The Inbox is split into two panels:

• Left panel — The conversation list with search, filters, and quick-filter tabs

• Right panel — The selected conversation's message thread with assignment controls

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Availability Status

At the top of the Inbox, next to the title, you will see an Online / Offline toggle.

• Online — You are available to receive assigned conversations

• Offline — You will not receive new conversation assignments

The availability toggle is only active if an admin has added you to a handover pool. If you see the toggle disabled, ask your workspace admin to add you.

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Conversation List

Each conversation in the list shows:

• Contact name — The profile name or anonymous identifier of the user

• Date — When the last message was sent

• Message preview — A truncated preview of the most recent message

• Unread badge — A count of unread messages (if any)

• Assignment tag — Shows who the conversation is assigned to (a team member name or "Agent" if the AI is handling it)

• Channel tag — The source channel (e.g., "api", "widget", "whatsapp")

Click on any conversation to open it in the right panel.

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Search and Filters

Search

Use the Search bar at the top of the conversation list to find conversations by contact name or message content.

Quick-Filter Tabs

Below the search bar, three tabs let you quickly filter conversations:

Tab	Shows
All	Every conversation across all channels
My conversations	Only conversations assigned to you
Unassigned	Conversations that have no team member assigned

Advanced Filters

Click the filter icon next to the search bar to open the filter panel.

Filter panel with source and assignment options

You can filter by:

• Source — Select which channels to show:

  • Widget — Conversations from the web chat widget

  • WhatsApp — Conversations from WhatsApp Business

• Assigned to — Select specific team members to show only their conversations

Click Clear filters to remove all active filters.

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Conversation Detail

When you select a conversation, the right panel shows the full message thread.

A conversation open in the Inbox showing messages, assignment, and channel info

Header

The conversation header displays:

• Contact name — The user's profile name or anonymous identifier

• Assign dropdown — A dropdown to assign or reassign the conversation to a team member

• Channel tag — The source channel (e.g., "api", "widget")

• Close conversation button — Closes the conversation when it is resolved

Messages

Messages are displayed chronologically with:

• Sender label — "assistant" for agent messages, "user" for customer messages

• Message content — The full text of the message, with markdown support

• Timestamp — The time each message was sent

• Date separators — Visual dividers between messages sent on different days

When your agent executes an action during a conversation, the Inbox displays a tool call card showing the action name, status (executing, completed, or failed), parameters, and result.

Attachments

The Inbox supports media attachments:

• Images — Displayed as clickable thumbnail previews

• Files — Shown as downloadable cards with the file name, type, and size

• Voice messages — Shown with an audio player and optional transcription

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Assigning Conversations

You can assign a conversation to any team member in your workspace.

The assign dropdown showing available team members

To assign a conversation:

1. Open the conversation by clicking on it in the list.

2. Click the assign dropdown in the conversation header.

3. Select the team member you want to assign it to.

The assignment tag in the conversation list will update to show the new assignee.

You can only assign open conversations. Once a conversation is closed, the assign dropdown is no longer available.

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Responding to Conversations

If a conversation is open and assigned to you, a message input appears at the bottom of the conversation.

• Type your message and press Enter to send.

• Press Shift + Enter to add a new line without sending.

You can only send messages in conversations that are assigned to you and are still open.

WhatsApp 24-Hour Policy

For WhatsApp conversations, messaging is subject to the WhatsApp Business 24-hour policy:

• You can send free-form messages only within 24 hours of the customer's last message.

• After 24 hours, the send button is disabled. You must use an approved message template to re-engage the customer.

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Closing Conversations

To close a resolved conversation:

1. Open the conversation.

2. Click the close button (X icon) in the conversation header.

Once a conversation is closed:

• The message input is disabled

• The assign dropdown is hidden

• A lock icon is displayed in place of the close button