feature
Your Unified Inbox: Every Conversation in One Place
Customer conversations are happening everywhere at once: WhatsApp, Messenger, email, your website chat. Managing them across separate platforms means missed messages, slow responses and a fractured customer experience. The chatworx inbox pulls every channel into one place.
One Inbox, Every Channel
When a customer messages you on WhatsApp, it appears in your inbox. When another sends a support email, it appears in the same inbox. Same for Messenger, Facebook Page comments and chats from your website. Your agents see all of them together without ever switching apps.
Supported channels:
- WhatsApp: connect your own WhatsApp Business account and reply to customers with text, images and documents
- Messenger: conversations from your Facebook Page
- Facebook Page comments: answer publicly or with a private reply
- Email: your support address over IMAP/SMTP, with full threads shown inline
- Website chat: a chat widget you add to your website with a short script
Each channel is a named inbox. You can create several inboxes per channel, for example separate Support and Billing email inboxes, and assign different teams or agents to each.
Conversation Management
Every conversation in the unified inbox has a consistent set of tools regardless of which channel it came from:
- Assign to a specific agent or team with a single click
- Label conversations to track issue types, priority, or lifecycle stage
- Snooze conversations for an hour, until tomorrow morning, until next Monday or to a time you choose, and they come back on their own
- Resolve to close a conversation and move it to the resolved view
Agents can also leave private notes visible only to the team, useful for recording context or handing over mid-conversation without the customer seeing it.
Contact History
Opening any conversation shows the contact's profile, with their previous conversations and any custom attributes you track. If a customer emailed last week and is now messaging on WhatsApp, their history is right there.
Working Fast
- Views: switch between Mine, Unassigned, Bot, Snoozed and All, and filter by inbox or label
- Sorting: by latest activity, oldest waiting or unread first
- Drafts: a half-written reply stays put when you switch conversations
- Ctrl+K: jump to any conversation, apply a label, assign or insert a saved reply from the keyboard
- Typing indicators: see when a website visitor is typing
Never Miss a New Chat
Turn on desktop alerts and chatworx tells you when a conversation is assigned to you, a customer replies, or a new chat is waiting, even when the tab is in the background. A chime plays for new chats (you can mute it), and the tab title shows how many conversations are unread. Alerts never show message content.
Get Started
Connect your first channel under Settings → Inboxes. The setup wizard walks you through each channel type and lets you add agents and turn on auto-assignment before going live.