How to find a conversation in your Inbox

The Inbox collects the conversations from your connected channels in one place. You and your team answer from there, without hopping between apps.

What you will get

You will know which inbox holds each kind of message, and how to reach one specific conversation. You will also read, without guessing, the badges that say who is handling it.

Requirements

• An Eva account with at least one connected channel
• Access to the Inbox. Depending on your role, you may only see your own conversations

Open the inbox you need

There is not one inbox: there are three, and they are not all always available.

In the Comments Inbox

Search for posts, or filter by Unanswered, Eva replied, Team replied and Account. Select View older posts to load more posts. Open a post to see its newest comments and load older ones. Private replies show their text only when you can open the related conversation; otherwise, you see a private-message badge. When you have access, Open conversation takes you to that chat. The thread distinguishes delivered replies, silence, errors and cases without enough information. Manage posts with paused replies in AI Agents → Behavior → Posts. Pauses are managed per post, not per comment thread.

Find the right conversation

On the left is your list of Conversations. To narrow it down:

• The view tabs above the list: All, Mine, and No reply. If your role only lets you see your own work, only Mine appears.
• The selector next to Mine: switch between My conversations and each person on your team.
• The search bar: type a name or a number.
• The agent selector: when you have several agents, All AI agents lets you look at one agent at a time.

Shared channels and your pipelines

If your access is limited to certain pipelines, you see conversations from shared channels that send new leads to those pipelines. This includes Instagram, Messenger and shared WhatsApp Business numbers. Your notifications follow the same ownership and your notification preferences. When a channel routes leads to a pipeline with one responsible team member, new leads are assigned to that person and appear in Mine. With several owners, they remain unassigned until someone is assigned. Your personal WhatsApp keeps its own ownership. If someone moves a card into one of your pipelines, you can still read its linked conversation from the card. Moving it does not automatically change its assignee or the channel’s notifications. Administrators and owners keep their full view.

When a customer is waiting

When a customer wrote in and it is a person’s turn to answer, their conversation looks different in the list: the name and the last message in bold, the time in blue, and a blue circle with the number of messages the customer has sent since your team last replied.

• When the circle and the time are red, that customer has waited longer than the response time configured for your agent.
• The circle clears when somebody replies, not when you open the chat. Opening the conversation does not take it off the list: the customer is still waiting.
• Chats your agent is handling never carry a circle: nobody is waiting for a person there. The exception is a chat that went back to Eva with nobody answering: the customer is still waiting, so it keeps its circle.
• The No reply tab is exactly that list. Its number counts what you are looking at: filter by an agent or a number and it counts only those chats. The one next to Inbox in the side menu counts your whole workspace, so with no filter the two match. Mine are the conversations you are responsible for.

Who is handling each conversation

Under each conversation there is a row of badges. They are not always the same ones, and a conversation may show none at all.

• No badge — your agent is handling it, and nobody on your team is on record as responsible.
• Eva · Ana — your agent is replying, and that person is the one responsible for the customer.
• A person’s name — someone on your team took control and is replying in person.
• Assigned — a person is in charge of it, but their name is not available.
• Unassigned — the conversation moved to human hands and nobody has taken it yet.

Other badges can appear beside those. Campaign, when the conversation started from a campaign. Personal, when it came in through a personal WhatsApp. And a notice when your agent will reply later, because the message arrived outside your business hours. When they do not all fit, the last one becomes a counter. When you open the conversation, the header repeats the state and adds two cases: External, when the conversation is handled from the channel’s own inbox, and Personal, when it arrived on a personal WhatsApp.

Call from a conversation

Open a WhatsApp conversation and the call menu in its header. If calls are off for the number, an owner or admin can select Turn on WhatsApp calls and confirm in the window. If calls are on but the customer has not granted permission, select Ask permission to call. Once permission is available, Call on WhatsApp appears. How WhatsApp calls work.

Internal notes

In a conversation, open + and choose Internal note. The box switches to note mode so you can write for your team. The note appears in the conversation history and, when the contact has a linked opportunity, in its activity too. It is not sent to the customer. While you write a note, + only lets you add photos, videos, or files. Leave note mode to reply to the customer again.

Quick replies

Type / in the box, or open + and choose Quick replies. Select a reply to place its text in the box, review it, and send it like any other message. You also create and manage those replies in Knowledge, so there is only one list.

What each channel can send

Open + to see only options supported by the current channel. Unsupported options are hidden rather than shown as disabled. Library shows only files the channel can send. In note mode, + offers only photos, videos, and files.

How to know it worked

When you select a conversation from the list, it opens on the right with its full history and the box to write in. That is the normal working state.

If something goes wrong

Next steps