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Inbox is where you and your team talk directly with customers. Every message from every connected channel — Facebook, Instagram, WhatsApp, Webchat, and more — flows into one place so you can manage everything without switching between apps. This article walks you through the essential tools available inside Inbox so you can handle conversations efficiently at any scale.

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1. Filter and Find Conversations Quickly

When you have hundreds of simultaneous chats, you need a fast way to narrow the list and focus on the right work. Handler filters appear at the top of the conversation list: Advanced filters (click the filter icon) give you deeper control:

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2. Transfer a Chat from Bot to Human and Back Again

Transferring conversations between Bot and human is one of the most important Inbox features. When a customer asks something complex that the Bot is not ready to answer, a real person can step in and take over.
1

Open the conversation

Open the conversation you want to transfer in Inbox.
2

Click Transfer to Human

Click Transfer to Human. The Bot stops replying automatically and the team member takes full control.
3

Return to Bot when done

After the team member finishes, click Transfer to Bot so the Bot can continue handling the conversation automatically.
You can also automate this behavior in Flow Builder using Action → Inbox → Transfer to Human/Bot so the transition happens based on a trigger rather than a manual click.

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3. Pin a Chat for Follow-Up

Sometimes a customer does not reply right away, or you need to come back to a conversation later. Mark as Follow-up flags the chat so it does not get forgotten.
1

Mark the conversation

Open the conversation, click the menu, and choose Mark as follow-up.
2

Review follow-ups later

Use the Follow-up advanced filter to pull up all flagged conversations when you are ready to revisit them.

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4. Archive a Conversation

When a conversation is finished and you do not want it cluttering your main Inbox, use Archive to move it out of sight without deleting it.
1

Open the menu

Open the conversation, then choose Archive from the menu.
2

Confirm the archive

The chat is removed from the main list but remains saved in the system.
Automatic reopen: If the customer sends another message after a conversation is archived, the system automatically brings it back to the main Inbox. You will not miss it.

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5. Send Manual Messages to Customers

Besides the Bot, you can type and send messages manually at any time. The composer box offers several helpful tools:

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Send Flow

Select and send an existing Flow to the customer — for example a signup form, a price list, or a product introduction sequence. This lets you deliver a structured, automated experience without leaving the Inbox.

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WhatsApp Template Message

Available only on WhatsApp. After the 24-hour window expires without a customer reply, you may only send approved templates. Choose the matching template from the list and send it directly from the composer.

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Saved Replies

Store frequently used answers as saved replies. When you need one, type / in the chat box and the saved reply list appears. Select the reply to insert it instantly without retyping.
Set up your most common responses as Saved Replies — answers to FAQs, pricing summaries, and store hours are great candidates. This saves your team significant time across hundreds of conversations.

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6. View Customer Info and History

On the right side of Inbox, you can see the full profile of the customer you are talking to:

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7. Delete or Block a Customer

If you encounter spam or abusive accounts, ChatbotX gives you two options:

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Block Contact

Blocks the customer so the Bot stops replying to them. The customer’s data stays in the system and you can unblock them at any time if needed. You can block a contact from the Inbox menu, or automate it in Flow Builder using Contacts Actions → Block Contact.

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Delete Contact

Removes the customer completely from the system. You can delete a contact from the Inbox menu, from Flow Builder, or from the Contacts page.
Block and Delete are different actions. Blocking only stops the Bot from replying while the customer’s data remains in the system. Deleting removes the customer permanently and cannot be undone.