Find your way around your inbox

Every chat with a customer lives here — Instagram DMs and WhatsApp messages together. Your agent answers most of them; this is where you read along and step in.

One list, newest first

1. Go to Interaction › Conversations.
2. Every open chat is in one list, with the most recent message at the top. When a customer writes, their chat moves up. Nothing is pinned above it.
3. Each row shows the customer, the time of the last message, a preview and a number for messages you haven’t read. A red dot means the chat is waiting for a person. The small logo on the customer’s circle tells you whether it’s Instagram or WhatsApp.
4. Press Load more at the bottom to see older chats.

The list refreshes on its own every 30 seconds, or press the refresh button next to the title.

Narrow the list

The buttons under the search box filter the same list. They never change its order.

• All — every chat.
• Needs you — chats waiting for a person that are assigned to you or to nobody, plus chats you’ve taken over.
• Favorites — chats you’ve starred. Your favorites are yours alone; nobody else’s list changes.
• Unread for you — chats with messages you haven’t read. A chat counts as read once you scroll to its latest message.
• AI — chats your agent is handling.
• Waiting — chats where your agent replied last and the customer hasn’t answered yet.

If your shop uses tags, press Tags at the end of the row and pick one or more. You’ll see chats that carry any of them.

To see one channel only, use the channel switch at the top of the dashboard: Instagram, both (the two logos together) or WhatsApp. Switching takes the list back to All.

Search

Type in the box marked Search name, order, message… to find a chat by the customer’s name, an order number, a WhatsApp number or anything said in the conversation.

Open a chat

Click a chat to open it beside the list. You’ll see:

• Who’s handling it, under the customer’s name — for example “AI is handling this conversation” or “You are replying — AI is paused”.
• Time left to reply, such as 5h 12m left. Instagram and WhatsApp let a shop reply freely for 24 hours after the customer’s last message. After that, an Instagram chat says window closed (its row says closed); on WhatsApp you can still send an approved template.
• Who wrote what. Your agent’s messages are marked InsideDM AI; your team’s show their name. On WhatsApp, ticks show sent, delivered and read.
• Where it started. A strip at the top says Story reply, Story mention or Post mention when the chat began on your content, usually with View source to open it.
• The customer at a glance, on the right: their orders, total spent and since when, a Summary of the chat, its Tags, any Order, and Activity such as hand-overs. On a smaller screen, press Details to open this panel.

On a phone, the list and the chat take turns. Open a chat, then use the back arrow at the top left to return to the list.

If something’s not right

• “Conversations unavailable” — your role doesn’t include the inbox. Ask your workspace owner to change it in Set up › Settings & team › Team & roles.
• “No conversations match this view.” — a filter, tag or search is hiding everything. Press All, clear the search and remove any tag.
• An error with Try again — the list didn’t load. Press Try again.
• “Viewing the selected conversation outside this queue view.” — the open chat doesn’t match your filter. It stays open until you choose another.