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TIP

CommPeak Dialer customers can also manage calls (both VoIP and WhatsApp Business) directly within the Dialer Inbox.

Check the Making Inbox Calls article to learn more.

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IMPORTANT

Agents can access Messages Inbox only if you have at least one active messaging channel on your account.

Methodology

1. Conversation is a streamlining message between an agent and a contact/lead.
2. Each conversation is related to the lead or contact.
3. Each conversation is related to one or more desks (teams) according to the agent desks list and can be assigned to one agent.
4. The GLOBAL desk (team) name is the default team to which conversations are assigned when messages are sent/received without relation to agents.

Understanding Permissions

1. Agent: all users in the account related to the inbox user role.
   1. Has permission to show only conversations that are assigned to him, meaning conversations that he starts.
   2. Can create new conversations (sending manual messages to phone numbers) via all your account available messaging channels.
2. Manager: users with permission to real-time page (shift managers) related to inbox manager role. They have all agent permissions and:
   1. Allowed access to all conversations related to their desks (teams).
   2. Allow access to all conversations that relate to desk "GLOBAL".
   3. Allow assigning conversations from 2i and 2ii to an agent who is a member of the same manager desks (teams). This means this agent will get access to the conversation, and the previous agent assigned to the conversation will no longer have access.

• Phone numbers are masked according to the user mask phone role permissions.
• Inbox supports multiple languages and opens with agent language settings.

Click on the existing conversation to see its details and available controls. Below, the message box with the editor is shown where you can write messages to customers or leave internal notes for other agents (provided the agent has the corresponding permission, Add internal notes for conversation).

The sidebar Details section on the right contains editable contact data and information about the conversation assignments, tags, and previous conversations with this contact, if any.

Creating New Conversations

To create a new conversation:

1. Click the New Conversation button under your account name or Create new conversation in the middle of the page.

   

2. Select a TextPeak contact to create a new conversation.

   

3. Then, click to select the assigned team.

4. Click Next.

   

5. In a new window, a sender, then click Next.

If this is not a new contact, you will see the list of previous conversations with it; if needed, you can select the needed conversation to continue with it instead of initiating a new conversation.

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NOTE

Inbox agents have no access to the Settings page and can manage conversations only where they can view the name of the sender profile, not the senders it contains.

Therefore, when starting a new conversation, an agent can select the sender profile only and the system automatically selects one of its senders based on the country and the daily limit.

6. Provide the message text, optionally, use the AI Assistants, Canned Response, and/or emoji options and click Send Message.

7. The message is sent, and the conversation is added to the Conversations list.

Using WhatsApp Templates

In TextPeak Inbox, you can use the WhatsApp templates for messaging.

To start a new WhatsApp conversation:

1. Click the New Conversation button under your account name.
2. Then, select a TextPeak contact to create a new conversation. Then, click to select the assigned team and the sender from the drop-down menus, then click Next.
3. To start your conversation, click Select template.

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NOTE

You can check the Managing WhatsApp Templates article for details about how to create and manage the templates created with WhatsApp.

4. Next, select the template to be used for your conversation.

5. For complex templates, you may need to provide the message body/placeholders to be used in the message, for example, the recipient's first and last names.

6. Click the button below to send the message.
7. ✔️ Congratulations! Your message is sent.

Conversation Timeline

In the conversation timeline box, agents can review the history of this conversation in chronological order, including:

• all messages shown with the time stamp and their status (Sent, Read, Delivered, etc.)
• badges with information about any past event, for example, changing status or adding tags
• internal notes shown with the time stamp
• avatars of the agents involved in the conversation.

Conversation Timeline

In the conversation timeline box, agents can review the history of this conversation in chronological order, including:

• all messages shown with the time stamp and their status (Sent, Read, Delivered, etc.)
• badges with information about any past event, for example, changing status or adding tags
• internal notes shown with the time stamp
• avatars of the agents involved in the conversation.

Managing Messages

Below the conversation timeline is the message box, where inbox agents can write messages to customers under the Sender Profile tab or switch to the Internal note tab to leave notes for other agents or managers.

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NOTE

Internal notes can only be accessed by the agents assigned with the corresponding Inbox role permissions.

While writing your message, you can also select to do the following (left to right):

• use AI assistant to help you compose the message

• add a canned template

  

• attach a file (only for WhatsApp Business and Telegram messages) - provided your manager enabled this functionality for your account

• insert an emoji.

  

When you finish, click the send icon. If your manager has turned on Undo send, an undo control appears for a few seconds so you can pull the message back before it goes out. The length of that window is the Seconds to undo value, set per space - if you never see the control, undo is turned off for your space. See the General Settings page.

For WhatsApp Business conversations, you can get voice/audio messages with video messages showing a preview upon download:

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NOTE

Note that sending of docs and media in WhatsApp Business conversations can be disabled by your Inbox Manager.

Using AI Assistants

You can use AI assistants for generating your Inbox messages.

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NOTE

Check the following articles to learn how you can integrate TextPeak Inbox with:

• OpenAI
• Google Gemini.

To use the AI assistant options, in the message box, click the AI Assistant button and select the preferred option, then proceed with composing your message:

Respond

Use it to create a response to the message that is based on the message history.

Before you can generate responses, your Inbox manager must create conversation goals for your team.

Improve with AI

Select it to open the box where you can enter the message you want to rewrite, then select the message tone, and click AI Rewrite.

Generate message

Use this option to enter prompts to generate engaging and grammatically correct messages. Here, you can also limit the message length.

Details

The Details panel opens on the right when you select a conversation and click the button at the top right of the conversation timeline.

Each section expands and collapses independently:

• Contact Data: the contact's Phone, Country, First Name, Last Name, Email, and City. Click Edit to change them. Country is derived from the phone number and is not editable on its own.

• Conversation Assignment: the team and Agent handling the conversation, each a drop-down.

• Conversation tags: the tags applied to the conversation, with Add to apply another. Click Save changes to confirm.

• Previous conversations: this contact's earlier conversations, each with its date and status. For more details, see the Previous Conversations page.

  

Managing Contacts

To edit an existing inbox contact:

1. Expand the Contact Data section and click Edit.

   

2. In the dialog window, update the contact data.

3. Click Save Changes.

Managing Conversation Assignments

Conversations reach an agent in one of two ways: somebody assigns them by hand, or TextPeak assigns them automatically using the method set for the team.

To assign a conversation by hand:

1. In the Details sidebar, expand the Conversation Assignment section and click Edit.
2. Open the drop-down menus and select the teams and agents you want to assign to this conversation.

3. Click Save changes.

Manual assignment is always available, whatever method the team uses, provided you hold the permission for it.

If the team runs Round robin or Balanced assignment, new conversations reach an agent without anyone doing this. Which agent, and what happens when that agent goes offline or snoozes the conversation, depends on the team's settings - see the Assignment page.

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NOTE

Automatic assignment skips an agent who is Offline. See the Agent Presence page.

Managing Conversation Tags

To add or edit conversation tags:

1. Expand the Conversation tags section and click + Add.
2. Select the tags you want to add.

3. Click Save Changes.

4. The tags are saved and can be used in conversations.

Viewing Previous Conversations

To view previous conversation with this contact:

1. Expand the Previous conversations section.

2. Here, you can see the conversation type label, contact number, date of latest contact, the most recent message text, and the conversation status.

   

3. To open this conversation in a new window, click the redirect button.

   

Sorting Conversations

1. To sort conversations, select one of the following options:

   • All conversations: review all conversations available to them

   • Assigned to me: review the conversations that are assigned to them only

   • Closed: review the conversations closed by them

   • Snoozed: review the conversations snoozed for a set period.

     Snoozed appears only if agent presence and snoozing are available in your space. For what snoozing does and how a conversation wakes, see the Snoozed Conversations page.

   

2. If several teams are created under your account, you can review conversations assigned to the specific team by selecting the needed team under Teams.

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NOTE

If an agent belons to multiple spaces, they can switch between them by clicking the top arrow button and selecting the needed space from the drop-down list.

3. You will see the list of the sorted conversations in the Conversations menu on the right. Every conversation is shown with the platform icon (SMS, WhatsApp, or Telegram), contact name/number, last message, and a three-dot menu button to update the conversation status.

Saving your filters as a view

If you rebuild the same filters every day, save them as a view instead. Pinned views appear under VIEWS in the Inbox sidebar and update in real time as conversations change.

To create one, click + next to VIEWS. For the full flow, see the Custom Views page.

Conversation Statuses

Every new conversation started from TextPeak API, CommPeak Dialer, or TextPeak SMS Campaign is automatically generated with the Unanswered status. Once the contact answers the message, its status updates to Active, and the conversation is ready to be processed by the agent.

A conversation can also be Snoozed. Snoozing takes a conversation out of your view for a set period without closing it, and it returns automatically when the period ends or when anything happens on the conversation. For details, see the Snoozed Conversations page.

A conversation moves to Closed when an agent closes it, or automatically after a period of inactivity if your manager has set that up. See Closing inactive conversations automatically.

1. You can search conversations by contact name or message text.

2. You can also filter to show specific conversations by clicking the button next to the Search field. Filters are grouped by Conversation Status, Channel & Status and Conversation state. You can combine them; for example, WhatsApp + Within 24 hours to find conversations where you can still send a free-text reply.

   

   Refer to the following table for filter descriptions:

   Filter	Description
   Conversation Status: All	Review all conversations available.
   Conversation Status: Active	Review the conversations that are currently active.
   Conversation Status: Unanswered	Review the unanswered conversations.
   Conversation Status: Closed	Review the closed conversations.
   Channel & Status: SMS	Show only conversations on the SMS channel.
   Channel & Status: WhatsApp	Show only WhatsApp Business conversations.
   Channel & Status: Unread	Conversations with messages you haven't read yet.
   Channel & Status: Within 24 hours	WhatsApp Business conversations where the contact has sent a message in the last 24 hours, so you can still send a free-text reply. The 24-hour window resets every time the contact sends a new message.
   Channel & Status: Unassigned	Conversations that are not yet assigned to any agent.
   Channel & Status: Call permission	WhatsApp contacts within their callable window — meaning you can place a WhatsApp Business call without sending a template first.
   Conversation state: Pending agent	Conversations waiting on a response from your side.
   Conversation state: Pending contact	Conversations waiting on a response from the contact.
   Conversation state: Failed message	Conversations whose most recent outbound message failed to deliver.

3. A list of conversations will be returned, each with the platform label (SMS, WhatsApp, or Telegram), contact name or number, date, and the label showing the number of unread messages.

   Note, that the 24-hour window for free-text messages is renewed every time the contact sends a new message.

4. To update the conversation status from the Conversations list, hover over a conversation, click the three-dot menu button on the right, and select the new status to assign it to the conversation.

5. You can also update the status from the conversation thread box by clicking the arrow button and selecting the new status to assign to the conversation.

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NOTE

You cannot change the active or closed conversation's status back to Unanswered.

Conversation Priority

Flag a conversation as a priority to mark it as needing attention before the rest. The flag is visible to every agent who can see the conversation, so it also works as a signal to your colleagues.

To flag a conversation as a priority:

1. Open the conversation.
2. Click the priority button above the conversation thread.
3. Click the button again to remove the flag.

Priority does two things:

• It adds a visual indicator to the conversation, wherever the conversation appears.
• It moves the conversation to the front of the queue for automatic assignment. TextPeak hands out the highest-priority conversation first, then the one that has waited longest for an answer. See the [doc: assignments] page.

Priority works on every channel: SMS, WhatsApp, Telegram, and Webchat.

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NOTE

You can also mark a conversation as priority from the Table layout.

TextPeak has no filter for priority conversations. To find them, look for the indicator in the conversation list.

Sharing Conversation Links

To copy and share a conversation link to quickly reference specific chats with your team members, click the link button next to the conversation status badge and share it.

<Image src="https://files.readme.io/875e22c063b6b7879dadb33c5bbc3b58d5eb7a2ddbe67aba7e0a319fe6be5c13-Link.jpg" alt="Screenshot of copying a conversation link" align="center"