📬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.
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
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.
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.
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:
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.
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.
Conversation Detail
When you select a conversation, the right panel shows the full message thread.
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
Assigning Conversations
You can assign a conversation to any team member in your workspace.
To assign a conversation:
Open the conversation by clicking on it in the list.
Click the assign dropdown in the conversation header.
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.
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.
Closing Conversations
To close a resolved conversation:
Open the conversation.
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
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