Understanding the Layout

The Inbox uses a three-panel layout designed for efficiency. Once you understand where everything lives, navigating becomes second nature.

Contact List (Left)

All your active conversations appear here. You can search, filter, and select customers to view their messages. Unread counts and platform icons help you prioritize at a glance.

Conversation View (Center)

The main chat area where you read and respond to messages. Features real-time message loading, typing indicators, and rich media support.

Customer Details (Right)

A collapsible panel showing customer information, tags, notes, assigned agent, and lead data. Toggle it with the info button in the header.

The Inbox with all three panels visible: contact list on the left, conversation in the center, and customer details on the right

Mobile View: On smaller screens, the panels become full-screen views that slide in and out. Use the back arrow to return to the contact list.

Success Check: You understand the three-panel layout. Click the Inbox icon in the sidebar to see it in action.

Navigating the Contact List

The contact list is your command center for finding and prioritizing conversations. With powerful search, filtering, and sorting options, you can quickly zero in on the customers who need attention.

Quick search

The search bar at the top filters contacts by name as you type. For deeper searches across message content, click the message search icon to open the unified search panel.

Filtering contacts

Click the filter icon to open the filter menu. You can combine multiple criteria:

Assignment — Show all contacts, only those assigned to you, or unassigned ones
Platform — Filter by WhatsApp, Telegram, Instagram, Widget, or other connected channels
Lifecycle Stage — Focus on visitors (L1), engaged leads (L2), contacted leads (L3), or customers (L4)
Tags — Filter by any tags you've applied to customers

The filter menu showing assignment, platform, stage, and tag filter options with checkboxes

Reading contact cards

Each contact card shows key information at a glance:

Visual indicators

• Platform icon (WhatsApp, Telegram, etc.)
• Online/offline status dot
• Lead score badge (for leads)
• Unread message count

Quick info

• Customer name and avatar
• Last message preview
• Assigned agent avatar
• Applied tags

Pro Tip: Right-click any contact to access quick actions like changing status, adding tags, muting, renaming, or exporting.

Success Check: You can search, filter, and interpret contact cards. Try filtering by "Assigned to me" to see only your conversations.

Managing Conversations

Converge organizes conversations into three status categories: Open, Resolved, and Closed. Moving conversations through these statuses keeps your inbox clean and helps track your team's workload.

Open (Inbox)

Active conversations that need attention. New messages automatically appear here. This is your primary workspace.

Resolved

Issues that have been solved. Move conversations here when the customer's question is answered. They'll reopen if the customer messages again.

Closed

Archived conversations. Use this for spam, test messages, or conversations you don't want cluttering Resolved.

Changing conversation status

1
Open a conversation
Click any contact in the list to load their messages in the center panel.
2
Click the status button in the header
You'll see the current status icon (inbox, checkmark, or archive). Click it to open the status menu.
3
Select the new status
Choose Open, Resolved, or Closed. The conversation will move to the corresponding tab in the sidebar.

Pro Tip: You can also change status from the contact list by right-clicking a contact and selecting the status from the context menu.

Success Check: You know how to move conversations through the Open → Resolved → Closed workflow.

Customer Details Panel

The right panel gives you a complete view of who you're talking to. Toggle it by clicking the info icon in the conversation header.

What you can see and edit

Platform & Identity

See which platform they messaged from, their username, avatar, and full name. Edit the display name to use a custom name in your system.

Contact Information

View and edit phone number, email, language, country, city, device, and IP address. Click any field to edit it inline.

Lead Information

For leads, see their score, lifecycle stage, source page, referrer, and UTM campaign parameters. Convert leads to customers when ready.

Assignment

Assign the customer to a specific team member using the dropdown. The assigned agent's avatar appears on the contact card.

Notes

Add internal notes about the customer. Notes are visible only to your team, never to the customer.

Pro Tip: For widget visitors, you'll also see their Customer Journey showing page views, events, and behavior on your site.

Success Check: You can view and edit customer information, add tags, assign agents, and create internal notes.

Sending Messages

The message input area at the bottom of the conversation view is where you craft your responses. It supports rich formatting, attachments, quick replies, and even automatic translation.

Basic messaging

1
Type your message
Click in the text area and start typing. The box expands as you write longer messages.
2
Format if needed
Use the toolbar for bold (Ctrl+B), italic (Ctrl+I), or underline (Ctrl+U). Add emojis from the emoji picker.
3
Send
Press Enter or click the send button. Use Shift+Enter for a new line without sending.

Attachments

Click the paperclip icon to attach images, videos, or files. You can also paste images from your clipboard or drag and drop files directly into the message area.

Platform limitations: Some platforms have restrictions on file types or sizes. Converge automatically validates attachments against each platform's requirements.

Quick Replies

Above the message input, you'll see a horizontal bar of Quick Reply titles. Click any title to instantly insert that template into your message. Learn more in the Replies Guide.

Translation

If you've set a target language in company settings and the customer's language differs, a translation button appears. Enable it to automatically translate your message before sending.

The message input showing the formatting toolbar, emoji picker, quick replies bar, and attachment button

Pro Tip: Your message drafts are automatically saved. Switch to another conversation and back—your unsent message will still be there.

Success Check: You can send formatted messages, attach files, use quick replies, and translate on the fly.

Bulk Actions

Need to update multiple conversations at once? Bulk actions let you change status, delete, or export up to 10 contacts at a time.

Entering selection mode

1
Click the checkbox icon
In the contact list header, click the checkbox icon to enter selection mode.
2
Select contacts
Click contact cards or their checkboxes to select them. Use the select all button to select the first 10 visible contacts.
3
Apply an action
Use the toolbar buttons to change status to Open/Resolved/Closed, delete contacts (Admin only), or export data.

The bulk action toolbar showing selected count, select all button, status dropdown, delete, and export buttons

Admin Only: Deleting contacts and exporting data require Admin or Owner permissions. Regular team members can change statuses but not delete.

Success Check: You can select multiple contacts and apply bulk status changes, deletions, or exports.

Best Practices & Tips

Resolve conversations proactively

After solving a customer's issue, mark the conversation as Resolved. This keeps your inbox focused on active issues and gives you accurate workload metrics.

Use tags to categorize

Create tags like "VIP", "Billing Issue", or "Feature Request". Filter by tags to find related conversations or prioritize high-value customers.

Assign ownership

Assign conversations to specific team members to avoid duplicate responses. Filter by "Assigned to me" to focus on your queue.

Add notes for context

Before handing off a conversation, add a note summarizing the issue and any actions taken. Future agents will thank you.

Mute non-urgent contacts

Right-click and mute contacts who send frequent but non-urgent messages. You'll still see their messages—just without notifications.

Use keyboard shortcuts

Press Enter to send, Shift+Enter for new lines, and Ctrl+B/I/U for formatting. These small efficiencies add up over hundreds of messages.

Master Your Inbox