Support Inbox

Inbox overview

Support Inbox (Inbox in the sidebar) is where you read and answer every buyer conversation reaching your team — direct messages to your bot and messages from your connected groups, in one three-pane workspace: a filterable conversation list on the left, the open thread in the center, and buyer context on the right.

Two-way conversation translation also lives in this workspace — see Localization → Two-way translation in support for exactly what it does and how to turn it on.

Conversation list

The list can be filtered by tag, by source chat (which group or bot a conversation came from), and by a free-text search across conversations. A refresh button re-fetches the list on demand. Above the list, an active-filter count shows how many filters are applied, with a one-click clear.

A separate toggle switches the list between unarchived and archived conversations — archiving is the “done with this for now” action, and an archived conversation moves out of the default view without being deleted. Opening the inbox with no conversation selected auto-selects the first result in the current filtered list.

Replying to a buyer

The composer sends plain text, or an attachment with optional caption text. Press Enter to send (Shift+Enter for a new line). Attachments have two distinct entry points behind one paperclip menu, and the choice you make changes how Telegram delivers the file:

• Photo sends the file inline as a Telegram photo — Telegram compresses it, capped at 10MB.
• File sends it as a document — byte-exact, delivered as a file card, any format, capped at 20MB.

You can also paste an image or drop a file directly onto the composer; a pasted or dropped image routes to the Photo entry automatically, anything else routes to File. When an attachment is attached, whatever text you type becomes its caption rather than a separate message. An emoji picker inserts at the cursor position.