Conversation list
The left column shows all your conversations with:- Contact name (bold if unread)
- Latest message preview
- Timestamp (relative — 5m, 2h, 1d)
- Blue dot for unread conversations
- Unread count badge
When the blue dot clears
The dot means the contact sent something you have not read yet.- It clears once you open the conversation and the new messages scroll into view. Opening a conversation and never scrolling down to the new messages leaves it unread.
- It comes back when the contact sends another message.
- A message arriving while you already have that conversation open on screen does not bring it back. You are looking at it.
- Replies from your agent or system messages never turn it on. Only messages from the contact do.
Filtering
Tabs
Four lenses sit in a tab row above the list:- All — every conversation in the workspace
- Mine — conversations assigned to you
- Open — conversations that still need attention
- Snoozed — conversations you’ve deferred, with the time each one wakes
Mine shows conversations assigned to you. Unassigned inbound (email arrives with no assignee) appears under All until someone claims it.
Filter popover
Open the filter popover for finer control:- Channel — a tree covering Call, SMS, Email, WhatsApp, Instagram, Messenger and Web Chat
- Status — Open, Snoozed, or Closed
- Outcome — how the conversation actually ended, written by the AI (for example Resolved)
- Assigned to — a specific teammate, or unassigned
- Created — a date range
Search
Search by contact name, message content, or phone number. Search runs server-side across your full history, including custom field values, and results update as you type.Shareable filters
Your tab, search term and filters are all kept in the address bar, so the URL you’re looking at reproduces the same view for a teammate.Managing conversations
Closing conversations
Click Close in the thread header when you’re finished with a conversation. Closed conversations drop out of Open. Status and outcome are two different things. Status is where the conversation sits in your queue, and you control it: Open, Snoozed or Closed. Outcome is what actually happened, and the AI writes it, for example Resolved. A conversation can be Closed without being Resolved, and that gap is the point: it shows you the ones that ended without the customer getting what they needed. The status pill in the thread header appears only for Closed and Snoozed conversations — an open conversation is the normal case and needs no label. When the AI has scored an outcome, it shows next to the status.Snoozing conversations
Snooze a conversation to hide it until you actually want it back. Pick a preset or a custom time:
A snoozed conversation returns on its own at the wake time. It also wakes early if the customer replies in the meantime, so a snooze can never hide a waiting customer.
Tags
Add tags from the Tags card in the details panel, or to several conversations at once from the bulk console. Tags are workspace-wide, so the same label means the same thing to everyone.Bulk actions
Tick the checkbox on any row to enter multi-select, or use Select all to take everything matching the current filters. A selection bar shows the count and opens the bulk console, where one action applies to the whole selection:- Assign to a teammate
- Change status — Open, Snoozed (with a wake time) or Closed
- Add or remove tags
Blocking a sender
For a persistent unwanted sender, open the thread overflow menu and block them, or manage the list under Settings → Email blocklist. You can block a single address or an entire domain, and the block is enforced on every channel.Downloading a transcript
The thread overflow menu offers Download transcript. Message threads download as CSV; voice and web-chat transcripts download as plain text.Real-time updates
New messages and calls appear instantly — no need to refresh. Unibox uses real-time subscriptions to keep everything up to date.Sharing a conversation link
Selecting a conversation updates the URL to include the contact ID:Links shared before this change used
?conversation=<conversation-id>. Those still work — Unibox
opens the contact’s full timeline and updates the address bar to the ?contact= form. Links in
notification emails may still arrive in the older format.Timeline
The center column shows the full conversation history for a contact, merged across all channels in chronological order.Voice calls
Each call shows:- Audio player with waveform — play, pause, and scrub through the recording
- Call details (expandable) — direction, duration, outcome, cost breakdown
- Full transcript (expandable) — every line of the conversation, labeled by speaker
Messages
SMS, email, Instagram, and Messenger messages appear as chat bubbles:- Outbound messages — right-aligned, blue background
- Inbound messages — left-aligned, gray background
- AI responses — marked with an “AI” badge
- Team member messages — show the sender’s name
- Email messages — card layout with From, To, and Subject headers
Delivery status
Each outbound message shows its delivery status:Replying
Send messages directly from Unibox using the composer at the bottom of the timeline.Reply or Note
The composer is a single pill with a Reply / Note toggle. A reply goes to the customer; a note is internal and only your team sees it.Tagging a teammate in a note
Type@ in a note to open a list of your workspace teammates. Keep typing to filter it by name or email, use the arrow keys to move through it, and press Enter or click to insert the tag where your cursor is. Escape closes the list without tagging anyone. You can tag several people in one note. The Notify teammate button does the same thing.
Everyone you tag gets an email with the note, who wrote it, and a link back to the conversation. You never get an email for tagging yourself.
You can only tag people who are members of the workspace. Removing a name from the note before you save it also removes the tag, so nobody is emailed.
Switching channels
The channel pill opens a dropdown of every channel available for that contact — SMS, Email, WhatsApp, Instagram, Messenger, Web Chat or Voice. The composer changes to match: an email reply gets recipient and subject fields, an SMS reply gets a segment counter, and a voice reply offers a call back.Replying to a web-chat conversation uses the Chat channel and is delivered to the visitor’s chat widget. It is not sent as a text message.
Draft with Ned
Draft with Ned in the composer toolbar writes a first draft of your reply from the conversation so far. It fills the composer — nothing is sent until you review and send it yourself.Markdown
Formatting you write is rendered for the recipient rather than sent as raw symbols, on both email and Slack.SMS
- Select which phone number to send from
- Character counter shows segment count (160 characters per segment)
- Max 1,600 characters
- Add recipients in the “To:” field
- Supports multiple recipients
- Subject auto-filled as a reply to the original thread
Reply-all (Cc)
When an inbound email arrives with other people copied, the composer shows a reply-all toggle next to the recipients. Without it a reply only ever reaches the one person who sent the message, so anyone else on the thread never sees the answer.- The toggle only appears when the thread actually carries other participants. On a two-person thread there is nothing to show.
- Turning it on copies in the thread’s other participants. Each appears as a chip — remove any one with the ✕ on the chip if you don’t want them copied.
- Replies default to sender-only. The toggle resets after every send, and switching conversations clears it, so a Cc list can never carry from one thread to the next.
- Up to 25 Cc recipients per reply.
Reply sent, but not copied to …. An address is dropped when it is:
- malformed — not a valid email address
- one of your own channel addresses — your workspace’s inbound address is never copied back onto its own thread
- suppressed — the address previously bounced or unsubscribed, so it stays suppressed
Keyboard shortcut
Press Cmd+Enter (Mac) or Ctrl+Enter (Windows) to send.Contact details
Toggle the right column to see contact info:- Name — A single field for the contact’s full name. The system auto-parses it: the first word is stored as the first name, and the rest as the last name.
- Phone number and email
- Quick actions: Call, Email
- Channel-specific info (Instagram username, Facebook Page, etc.)