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The Inbox gathers the conversations of all your channels (WhatsApp, mailboxes, Shortext endpoints) in one place. Your agents answer automatically; your team watches, steps in and follows up.

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Views

Members with the agent role only see what their role allows: typically the conversations, not the configuration.

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A conversation

Opening a conversation shows:
  • the messages, whatever their author: the contact, the AI agent, a member of your team, or your system through the API;
  • the contact (name, identifier, language) and the channel;
  • the current session: open (active) or closed (archived), whether a human took it over, and who it is assigned to.

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Answer a customer

Type your message and send it. You can also send media, documents and interactive messages from the message builder.
Replying takes the conversation over: the AI agent stops answering this contact until you hand it back. See Handover and assignment.
On WhatsApp, if the contact has not written in the last 24 hours, Shortext sends your reply as a notification template so it can reach them. See the 24-hour window.

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From the API

Everything the Inbox does is also available to your systems with the API v2.0: list conversations and their messages, reply, take over, hand back and assign. See the API Reference.