The inbox is your central hub for managing customer conversations across all connected channels. It displays conversations from WhatsApp, Instagram, Messenger, and Live Chat in a single view with filtering, assignment, internal notes, and handoff management. The inbox is the default landing page when you open Tedro.Documentation Index
Fetch the complete documentation index at: https://docs.tedro.io/llms.txt
Use this file to discover all available pages before exploring further.
Layout
The inbox uses a three-panel layout:Conversation List (Left Panel)
A scrollable list of conversations. Each conversation shows:- Contact name or identifier
- Channel icon โ color-coded indicators distinguish WhatsApp (green), Instagram (pink), Messenger (blue), and Live Chat (indigo)
- Last message preview and timestamp
- Status โ open, handoff, or closed
- Priority label (if set)
- Assigned team member (if assigned)
Message Thread (Center Panel)
The full conversation history. Features:- Message bubbles with timestamps and delivery status
- Channel-aware composer at the bottom with per-channel character limits
- Messaging window banners โ for channels with messaging window restrictions (WhatsApp, Instagram, Messenger), a banner indicates whether the window is open or expired
- Internal notes โ toggle the notes switch to write messages visible only to your team (not sent to the customer). Internal notes appear with amber styling.
Context Panel (Right Panel, Collapsible)
Detailed information about the current conversation:- Contact information โ name, channel identifier, tags, custom fields
- Assignment โ current assignee and reassignment controls
- Workflow logs โ which workflow handled this conversation and the run timeline
- Activity timeline โ key events (assigned, status changed, note added)
Filtering Conversations
Use the status filter at the top of the conversation list to focus on specific conversation types:| Filter | Shows |
|---|---|
| All | Every conversation regardless of status |
| Open | Active conversations that need attention |
| Handoff | Conversations escalated from a workflow โ a human needs to respond |
| Closed | Resolved conversations |
Assignment
Assign conversations to team members to distribute workload:- Select a conversation from the list
- In the context panel, click the Assignee picker
- Select a team member from the dropdown
Internal Notes
Add notes visible only to your team:
Use internal notes for context handoffs between team members, escalation notes, or reminders.
Handoff Resolution
When a workflow escalates a conversation (via a handoff node), the conversation appears with a โhandoffโ status:- Filter the inbox to Handoff to see all escalated conversations
- Read the conversation history and any internal notes from the workflow
- Respond to the customer as needed
- When the issue is resolved, click Resolve Handoff to close the escalation
Real-Time Updates
The inbox updates in real time. New messages, status changes, and assignment updates appear automatically without refreshing the page. When a new message arrives, the conversation moves to the top of the list.Whatโs Next
AI Agents
Configure AI agents that handle conversations before they reach the inbox.
Team and Permissions
Control who can access the inbox and manage conversations.