/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. Use the view selector at the top of the list to switch views. Each queue shows how many leads it holds. The available views are:What each view contains
See a teammate’s conversations
The view selector lists every teammate under Team, below the queues. Select a name to see the conversations assigned to that person across the shared Inbox. For example, select Laura Pérez to review what she is handling while she is away.- A teammate view works like All, narrowed to that person. It does not show a count beside the name.
- The signed-in person is not listed under Team, because Mine already shows their conversations.
- Team appears only in an Inbox that has the All view. Members whose Inbox is limited to their own queue, and accounts whose Inbox shows only escalations (Pending), do not see it.
Prioritize Needs reply
In All, Mine, Unassigned, and a teammate view, 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.
Reply on Instagram
When the account has a connected Instagram account, direct-message conversations appear next to the other channels in the views that list active conversations: All, Mine, Unassigned, and teammate views. A conversation appears once the lead sends a direct message. In an Inbox that shows only escalations, an Instagram conversation appears when it is escalated. Open the conversation, choose Instagram in the composer’s channel selector, and write the reply. The composer accepts plain text. Meta allows a reply only within 24 hours of the lead’s latest message. After that, Nexor cannot send the reply until the lead writes again. See Connect Instagram for the connection and what the Agent answers on its own.Ask an AI how the team and Inbox are doing
An AI assistant connected to the Nexor MCP server can answer “How is my team doing?” and “What is waiting in my Inbox?”. It reads the same data as three read-only API endpoints:
The MCP key needs
reports:read for team performance and leads:read for the other two. These tools only read: replying to and closing a case still happens in Inbox.