Inbox and your team
Read every conversation in one place, answer customers with your team, and take chats over from your AI agent.
Updated
Reading your conversations in the Inbox
One list of every chat from every channel, with who is answering each one.
Waiting for reply
Which chats count as waiting, where the count shows, and alerts for new ones.
Taking over a chat from your AI agent
Press Take over to reply yourself; the AI pauses in that chat until you return it.
Replying to a customer yourself
Write in the reply box after taking over; when each channel lets you reply.
Sending a WhatsApp template after 24 hours
Once WhatsApp's 24-hour window has closed, the person replying can send one of the number's approved templates.
Sending photos, PDFs and voice notes
On WhatsApp, Messenger and Instagram, send a customer a photo or a voice note from the reply box, and a PDF on WhatsApp and Messenger.
Telling your agent's messages apart from your team's
Each message says who sent it: the customer, the AI or a teammate.
Reply ticks and "Not delivered"
What the ticks under your replies mean, and what to do when one wasn't delivered.
Photos, voice notes and files customers send you
How customers' media shows in a chat, voice-note transcripts, and how long files are kept.
Inbox troubleshooting
What to do when you can't reply, a reply wasn't delivered, or the AI doesn't answer.
Questions
Can I send photos or files from the Inbox?
Yes. On WhatsApp and Messenger: a photo (JPEG or PNG), a PDF or a voice note, one at a time. On Instagram: a photo or a voice note, because Instagram doesn't show PDFs sent from Syniria. On website chat, your team replies with text. Your agent can send product photos from your catalog.
Can I message a customer more than 24 hours after they last wrote?
On WhatsApp, with an approved template: press Send a template in the chat. On Messenger and Instagram, no: they let a business reply only within 24 hours of the customer's last message, and have no templates.
Does taking over one chat stop the AI everywhere?
No. It pauses your agent in that chat only. Switching the AI off for every chat is the owner's switch at the top of the Inbox.
Can my team answer every chat itself?
Yes, on every plan: take a chat over and reply. On Connect, your team answers every chat until you buy credits for your AI agent, and Waiting for reply shows which chats need someone.
Can two teammates reply in the same chat?
One person handles a chat at a time. Another teammate can take it over; the bar then shows their name.
Why doesn't my agent answer a message that came in before I pressed Return to AI?
So it never answers a message your team might already be handling. It answers the customer's next message; reply to the waiting one yourself.
How long are customers' photos and files kept?
90 days. After that the chat shows "This media is no longer available." Voice-note transcripts stay.