/inbox. The views available depend on the account’s WhatsApp connection and the signed-in role.
What Inbox shows
On desktop, Inbox has three work areas:- The conversation list on the left.
- The selected conversation in the center.
- A collapsible Details panel on the right.
Find a conversation
Use Search leads… to search the list. When the account has more than one Agent, use All agents to narrow the list to one or more Agents. The available views are:What each view contains
Prioritize Needs reply
In All, Mine, and Unassigned, Inbox places Needs reply above the date groups when a conversation needs attention. This includes an open Human Assistance case or an assigned conversation where the lead’s latest incoming message is newer than the team’s latest outgoing message. The other conversations are grouped under Today, Yesterday, or an earlier date.Understand the Inbox indicator
The number beside Inbox and the browser-tab badge while Inbox is open count leads waiting for Human Assistance. They do not count read or unread messages.Work with WhatsApp Coexistence
An active WhatsApp Coexistence number gives Owners and Admins the complete team Inbox. When a teammate sends a message from the connected WhatsApp Business App, Nexor mirrors the outgoing message in the conversation. If Nexor can match it to a lead with an active Agent, the conversation can move to human ownership and the Agent’s proactive contact pauses. Find these conversations under Manual contact. Reactions do not take ownership.Human ownership and an escalation are related but separate. Manual contact means a person owns the conversation. Escalated or Pending means a Human Assistance case is open.