> ## Documentation Index
> Fetch the complete documentation index at: https://docs-next.gallabox.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Omnichannel Inbox
> Available on all Gallabox plans.
> **Who can use this?**
>
> * All Gallabox users.
> * Roles: Owners and Admins can configure assignment rules and views. Agents can use the Inbox for day-to-day conversations.
The Omnichannel Inbox brings WhatsApp and Instagram conversations into one shared workspace. Web Chat conversations appear in the Inbox only after a WhatsApp handoff.
## Plan Availability
Available on all Gallabox plans.
## What is the Omnichannel Inbox?
The Omnichannel Inbox is the shared workspace where your team handles WhatsApp and Instagram conversations. Each conversation has a channel indicator, so you can identify its source without switching apps.
Web Chat works differently. A Web Chat conversation without a handoff remains in the Web Agent's chat logs. If the visitor continues through a WhatsApp handoff, the earlier Web Chat history becomes visible in the resulting WhatsApp conversation.
## How Conversations Arrive in the Inbox
| Channel | How it appears |
| ------------- | ------------------------------------------------------------------ |
| **WhatsApp** | Incoming messages from connected WhatsApp Business accounts |
| **Instagram** | DMs from connected Instagram accounts + comment automation replies |
| **Web Chat** | Only after the visitor continues through a WhatsApp handoff |
Each conversation shows:
* **Channel icon** — WhatsApp or Instagram
* **Contact name** — from your contacts database or the channel profile
* **Last message preview** — the most recent message in the conversation
* **Timestamp** — when the last message was received
* **Status** — Open or Closed. (Unassigned is not a status — it means an open conversation has no owner yet.)
## Channel Indicators
Every conversation in the inbox has a channel indicator so your team always knows the source:
| Channel | Icon | Colour |
| --------- | -------------- | ------------------------ |
| WhatsApp | WhatsApp icon | Green |
| Instagram | Instagram icon | Gradient (orange/purple) |
You can filter the inbox by channel to focus on one channel at a time. For example, during a social media campaign, you might filter to Instagram only to handle comment-driven conversations.
## How to Use the Inbox
### Open a Conversation
1. Go to **Inbox** in the left navigation of Gallabox.
2. Click on any conversation in the inbox.
3. The conversation opens in the right panel — with full message history.
4. Type your reply in the compose box and click **Send**.
### Filter by Channel
1. Go to **Inbox** in the left navigation.
2. Click the **filter icon** above the conversation list.
3. Select **Channel** → choose WhatsApp or Instagram.
4. The inbox now shows only conversations from the selected channel.
### Assign a Conversation
1. Open a conversation.
2. Click the **Assign** button in the top bar.
3. Select a team member or team from the list.
4. The conversation is assigned and the assignee is notified.
### Resolve a Conversation
1. Open a conversation.
2. Click **Resolve** in the top bar.
3. The conversation moves to the Closed list. It can be reopened with **Reopen** at any time.
If the conversation is unassigned when you resolve it, Gallabox assigns it to you.
**Pro tip:** Use the **Views** feature to create filtered views for each team or workflow. For example, create a view called "Unassigned Instagram" to show only unassigned Instagram conversations — so you can distribute them to your social media team quickly.
## Views
Views are filtered perspectives of your inbox — see [Team Views](/conversations/team-views) for the full list of default views and how to create custom ones.
## Example
**Scenario:** You run a 5-person customer support team. You want WhatsApp conversations assigned to your sales team and Instagram conversations assigned to your social media team.
Here's how you'd set it up:
Go to **Inbox → Views** and create a view called "Unassigned Instagram" filtered to the Instagram channel and unassigned conversations.
Assignment Rules live in each channel's settings — go to **Channels → \[WhatsApp/Instagram] → Settings → Assignment Rules** and create rules:
* Rule 1: If channel = WhatsApp → assign to Sales team
* Rule 2: If channel = Instagram → assign to Social team
Now WhatsApp conversations auto-assign to Sales and Instagram conversations auto-assign to Social.
## FAQs
Yes. Every conversation in the Inbox has a channel icon next to the contact name. You can also filter the Inbox by channel to focus on WhatsApp or Instagram conversations.
The Inbox is not a separate object you create. It is a filtered view of conversations. To give each team its own workspace, create team-specific Views and use the Assignment Rules in each channel's settings to route conversations.
When a conversation is assigned to a Chat AI Agent, the agent responds based on its role, goal, and instructions. The agent continues until it completes the task, hands off to a human agent, or reaches its configurable inactivity timeout. The default timeout for WhatsApp and Instagram is 3 minutes.
Not automatically. Each conversation is tied to the channel where it started. A Web Chat visitor can continue through a WhatsApp handoff using a pre-filled message. The earlier Web Chat history then becomes visible in the resulting WhatsApp conversation.