What It Is
Your unified inbox for all WhatsApp and Instagram conversations. See message history, respond manually when needed, and track conversation status in real-time.Unified View
All channels in one place with real-time updates
Full History
Complete conversation history for each customer
Manual Responses
Take over conversations when needed
Customer Info
See profile, contact details, and order history
Using the Inbox
1
Open Inbox
Click Conversations in the main navigation
2
Select Conversation
Click any conversation to view full history
3
Respond (if needed)
Type and send manual responses when AI escalates
Key Features
Message Types Supported
- Text messages with formatting
- Images, videos, voice messages
- Location sharing with map preview
- Interactive buttons and lists
Filters & Search
- Search: Find customers by name or phone number
- Status filters: Active, archived, needs attention
- Sort: Most recent conversations first
Quick Actions
- Archive: Hide resolved conversations
- Add Notes: Internal team notes (customer doesn’t see)
- View Orders: See purchase history (e-commerce only)
- Manual Response: Take over from AI when needed
When to Respond Manually
Cosmo handles most conversations automatically. Respond manually when:- AI escalates (couldn’t find answer in docs)
- Complex issues requiring human judgment
- Customer requests live agent
- Complaints or refunds needing personal attention
Best Practices
Check Daily
Check Daily
Review inbox daily for escalated conversations that need your attention.
Archive Resolved Chats
Archive Resolved Chats
Keep inbox clean by archiving old or resolved conversations.
Use Internal Notes
Use Internal Notes
Add context for your team without customers seeing it.
Troubleshooting
Messages not appearing?- Check internet connection
- Verify WhatsApp/Instagram is connected in Settings
- Refresh the page
- Check 24-hour messaging window (WhatsApp)
- Verify channel is properly connected in Settings