Inboxes
An inbox is one connected channel: a WhatsApp number, a Telegram bot, an Instagram account, an API endpoint. Each inbox holds that channel’s credential and points to a destination — an agent that replies automatically, or human support.
Every inbox in the organization lives under Inboxes, in the admin sidebar.
Each row shows the channel and its identity (number, bot, public page address), the destination, and the status — Connected or Disconnected.
Why the credential lives on the inbox
Section titled “Why the credential lives on the inbox”Channels used to be connected inside each agent’s editor. That let you connect the same number in two different places, and it became impossible to tell which connection was actually live.
Now the credential belongs to the inbox, and the inbox points at an agent. One practical consequence: you can change which agent answers a number without reconnecting the channel — the WhatsApp or Instagram connection stays up, only the destination changes.
Connecting a channel
Section titled “Connecting a channel”- Under Inboxes, click Connect inbox.
- Pick the channel.
- Connect the credential. What shows up here depends on the channel: a QR code for WhatsApp, a bot token for Telegram, Meta authorization for Instagram and WhatsApp Official.
- Only after connecting do you choose who handles this inbox and name it. If one step fails, you don’t lose what you already did in the previous ones.
The name is suggested automatically as Channel · Agent (for example, WhatsApp Official · Support), and you can change it.
- Public page and Widget have one extra step at the end, to configure the page address or the widget’s domains. See Public page and Widget.
Who handles it: agent or human
Section titled “Who handles it: agent or human”In the last step, Destination decides what happens to incoming messages:
- An agent — the agent replies automatically, using its prompt, tools and knowledge bases.
- Human support — the message comes in normally and shows up in Conversations, where an operator replies by hand. This isn’t a degraded state: it’s a valid choice for channels you’d rather handle manually.
Several channels can land on the same agent. An agent with WhatsApp, Instagram and Telegram handles all three from the same configuration.
Editing, disconnecting and deleting
Section titled “Editing, disconnecting and deleting”From each row’s Actions menu:
- Settings — change the name, change the destination, and show the Connection block, where you reconnect or disconnect the channel. The channel itself doesn’t change: to use another one, connect a new inbox.
- Service hours — the inbox schedule, which sets who handles it in each time range.
- Delete — deletes the inbox and its credentials. This can’t be undone.
Channels with their own address get extra actions: the public page offers Open page and Copy link; the widget offers Copy installation code.
Disconnecting and deleting are not the same. Disconnecting only stops incoming messages and preserves history. Deleting removes the inbox: conversations stay in the history, but they no longer know which channel they came in through, they disappear from the inbox filter, and they can’t be answered through that connection anymore. That’s why deletion warns you how many conversations are affected and asks you to type the inbox name to confirm.
If you only want to stop receiving messages, use Settings and disconnect the channel.
What the agent editor shows
Section titled “What the agent editor shows”No channel is configured inside the agent. The editor’s Inboxes section is a read-only view: it lists the inboxes that land on that agent, shows which other agents transfer conversations to it, and points to Automations, where autonomous execution is built. See Triggers overview.