Conversation list
The left column shows all your conversations with:- Contact name (bold if unread)
- Channel and agent, for example Chat · Website Agent. On email it comes after the subject. The thread header shows the same line.
- 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.
List order
The list is sorted by last message, newest at the top. The timestamp on each row is the time of that last message. What counts as a message:- Chat channels (SMS, email, WhatsApp, Instagram, Messenger, web chat): the newest message from the contact, your agent, or a teammate.
- Calls: the time the call started.
- A conversation with no messages yet sorts by the time it was created.
Filtering
Tabs
Four lenses sit in a tab row above the list:- All — every conversation in the workspace
- Mine — conversations assigned to you
- Unread — conversations nobody has read yet
- Snoozed — conversations you’ve deferred, with the time each one wakes
Unread and Read
A conversation is Unread until someone on your team reads it. Then it is Read and leaves the Unread tab.- Opening a conversation marks it read once its newest messages are on screen, the same moment the blue dot clears.
- A new message from the contact puts it back in Unread. A callback from the contact lands there too.
- Conversations you start are read from the start. That covers calls from workflows and campaigns, and the first SMS, email or WhatsApp message your team or a workflow sends. They stay out of Unread until the contact replies.
- A conversation that has ended, or that is snoozed, is never in Unread.
- Mark as unread puts a conversation back in Unread.
Tab counts
The badges on Mine, Unread and Snoozed, and the count next to the Unibox title, count rows. One contact is one row, so the count matches the rows you see in that tab.- A contact with two unread conversations counts as 1 on Unread.
- A visitor with no contact record shows one row per conversation, so a visitor with two unread web chats counts as 2.
- Mine counts your contacts with at least one open or snoozed conversation assigned to you. A contact whose conversations have all ended counts as 0.
- The count next to the Unibox title is the same number as Unread.
- Counts ignore the filter popover and search. They always show the whole tab.
- All has no count.
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 — Unread, Snoozed, or Read
- 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
Marking conversations read or unread
Click Mark as read in the thread header when you’re finished with a conversation. It leaves Unread and the conversation ends, so the contact’s next message starts a new one. The same button reads Mark as unread on a read conversation, and puts it back in Unread. Both are also in the ⋯ menu. Status is where the conversation sits in your queue, and you control it: Unread, Snoozed or Read. The status pill in the thread header appears only for Read and Snoozed conversations. An unread conversation is the normal case and needs no label.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. A selection bar takes the place of the tabs. It shows how many rows you picked, its own checkbox ticks every row loaded on screen, and it opens the bulk console, where one action applies to the whole selection:- Assign to a teammate
- Change status — Unread, Snoozed (with a wake time) or Read
- Add or remove tags
Select all in a tab
On Mine, Unread and Snoozed, the selection bar offers Select all N in Unread (or Mine, or Snoozed). It selects every row in that tab, including rows you haven’t scrolled to yet. Up to 2,000 conversations can be selected this way.- N is the tab count, so it counts rows, not conversations.
- An action on a selected row applies to every conversation of that contact.
- It is hidden on All, while a search is active, and while a channel or created-date filter is on. In those cases the number would not match the rows on screen.
- A row leaves the selection once the action changes it. A row whose conversations all failed stays selected so you can try again.
Blocking a sender
There are two rules for an unwanted sender. They are easy to confuse, and only one of them keeps the mail:
Use No AI reply for senders you want to keep but not have the AI answer, such as automated notifications or a vendor’s system mail.
From a thread, open the ⋯ menu. When the sender has no rule yet, it offers Block sender and No AI reply. Once a rule exists, the same spot lifts it: Unblock sender for a block, Let the AI reply again for a No AI reply rule. On voice conversations only Block sender is offered, because a call is answered as it arrives and there is no later reply to hold back.
A thread under a No AI reply rule shows a band under the header: The AI does not reply to this sender. Messages still arrive here. The band reads the live rule, so it goes away on every affected thread as soon as the rule is removed.
Manage all rules under Settings → Workspace → Blocklist. Pick the channel tab (Email, SMS, WhatsApp, Voice, Instagram or Messenger), type the sender, and press Block or No AI reply. Each rule applies to the channel it was added on, for everyone in the workspace. Every listed rule carries a badge naming which of the two it is.
- Email rules can match a single address or a whole domain. A domain rule also covers its subdomains, so
example.comcoversmail.example.com. When a domain rule is what matches a thread, the thread menu shows Blocked by domain rule or No AI reply, by domain rule and opens the blocklist, since lifting it affects every sender on that domain. - Voice has only Block.
- Because there are two actions, pressing Enter does not add a rule. Press the button for the rule you mean. On Voice, where there is one action, Enter still adds the block.
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): sentiment, direction, duration, who handled it, and date
- Full transcript (expandable) — every line of the conversation, labeled by speaker
Messages
SMS, email, WhatsApp, 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
- WhatsApp app replies — replies your team sends from the WhatsApp Business app on a phone show a smartphone icon and the label Sent from WhatsApp app. They are never shown as sent by the AI. WhatsApp does not say which person sent them, so no name is shown. See How Coexistence works.
- 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
Email from a web-chat conversation
In a web-chat conversation you can switch the channel pill from Chat to Email to email the visitor instead. This needs the visitor’s email on the contact and the Email channel set up. The composer then shows the same fields as an email reply:- From: the address the email sends from, same as an email thread.
- Subject: a web chat has no subject of its own, so you set one here.
- For the first email in the chat, the subject is required. Leave it blank and the send stops with Add a subject. This is the first email in this chat. Your draft stays in the composer.
- After that, the field shows
Re:plus the subject of the last email in the chat. Leave it blank to send that, or type a new one. - Up to 998 characters. Line breaks become spaces.
- Cc and Bcc: on plans on Nedzo’s current pricing, click Cc or Bcc on the From row and type an address. Press Enter or a comma to add it.
Starting a new conversation
Click New conversation at the top of the conversation list. Pick a contact, or type a phone number or email address, then pick the channel. For an Email, the From pill on the compose pane sets the address the email sends from. Its list starts with your workspace default, then each address on your verified domain. What the pill shows is the address the email goes out from. If you don’t change it, the email uses the workspace default.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.)