Using the Unibox

The Unibox shows all your conversations together: WhatsApp, Instagram, Messenger and website chat.

1. Search for a person or a word.
2. The conversation list. The coloured chip under each name is the lead’s stage.
3. Journey shows everything that happened with this person.
4. Assign gives the chat to a team member.
5. Don’t reply stops the AI replying to this person.
6. AI Assist rewrites what you typed to sound clearer or friendlier.

Finding chats

• The left column filters by Mine, Unassigned, AI handling, Escalations, Channels and lead stages.
• Use Search to find a person or a word.
• The coloured chip under each name is the lead’s stage, for example Hot or Booked.

In a chat

• Messages from the customer are on the left; replies on the right.
• Replies written by the AI are marked as AI.
• Journey is covered in The lead journey, and Don’t reply in Taking over a chat.

Drafts

In approval mode, a draft waits at the bottom of the chat. Read it, edit it if you like, and press Approve.