The Inbox is your firm's shared messaging hub. Email, SMS and WhatsApp conversations with clients all land in one list, so anyone on the team can see what a client said and pick up the thread. Replies come to the firm, not to one person's phone or personal mailbox.
You'll find Inbox in the left sidebar. It shows a badge with the number of unread conversations across all three channels. Client-role users don't see the Inbox, it's for your staff only.
The Inbox screen has three parts side by side:
A filter rail on the left for switching views and channels.
The conversation list in the middle.
The open conversation on the right.
The filter rail on the left shows a total count next to Inbox and Archive, and an unread count next to Unread and each channel filter (SMS, WhatsApp). These numbers come straight from the server rather than from however many rows happen to be loaded on screen, so they match the unread badge on the sidebar and don't shift as you scroll.
On a phone, the rail sits as a strip above the list, and the open conversation opens as a full-screen sheet.
A search bar spans the full width of the screen above these columns. Type a few characters to filter the list by name, email or number. Once you've narrowed the list by search or by a channel filter, a reset control clears both back to the default view.
The rail lets you switch between views:
Inbox - all active conversations, merged across email, SMS and WhatsApp, newest activity first.
Archive - conversations you've archived. They're kept, not deleted, and can be restored at any time.
Sent emails - a list of individual outbound emails sent from your organisation's shared inbox.
Separately, a channel filter narrows whichever view you're on to All, Email, SMS or WhatsApp. The rail shows a total unread count and a count per channel, so you can see where the outstanding conversations are before you open anything.
Each row in the list shows the contact's name, the time of the last message, a one-line preview, and a channel badge so you can tell threads apart at a glance. Unread conversations show a dot on the avatar and the name in bold. The list refreshes itself automatically every few seconds, so new inbound messages appear without reloading the page.
For a contact with no saved name, the row falls back to their email address, then their phone number. SMS and WhatsApp phone numbers are shown formatted for their country (for example, spaced into groups) rather than as a run of raw digits, both in the conversation list and when composing a new message.
Select a row to open the conversation in the panel on the right (on a phone it opens as a full-screen sheet). SMS and WhatsApp threads display as chat bubbles with day separators; email threads display each message as an expandable card, with the newest message expanded. Opening a conversation marks it as read for you, read status is per person, so a colleague opening the same thread doesn't clear your unread badge.
Outbound SMS and WhatsApp messages show a delivery icon next to the time:
A clock - Pending, the message is still being sent.
A single tick - Sent.
A double tick - Delivered.
A red alert icon - Failed. Hover over it to see the failure reason when one is available.
Open an SMS or WhatsApp conversation and you'll see a Mark as Read or Mark as Unread button in the header, next to Archive. Use Mark as Unread to put a conversation back into an unread state on purpose, as a reminder to come back to it later; the unread dot reappears in the list and it counts again toward your Inbox badge.
This toggle isn't offered for email conversations, since those are read from your shared inbox. It also doesn't appear on the Sent emails tab or for archived conversations — unarchive a conversation first if you need to change its read status, then archive it again once you're done.
Every open conversation has an Archive button in its header. Archiving removes the thread from the main list (you'll see the toast "Conversation archived") but keeps its full history under the Archive view. Open an archived conversation and click Unarchive to move it back, you'll see "Conversation restored to inbox". New inbound messages still arrive even while a conversation is archived.
Click the compose button in the toolbar at the top of the screen to open the New Message sheet, where you can choose Email, SMS or WhatsApp. The button is only available once your organisation has at least one channel connected.
If your organisation has no channels set up at all, the list shows the warning "No inbox configured": your organisation does not have an SMS number, WhatsApp channel, or shared email inbox configured. Contact us to enable messaging.
Empty states are normal on a new account: "No conversations yet" on the Inbox view, "No archived conversations" on Archive, and "No sent emails yet" on Sent emails.
Long lists load in pages, scroll to the bottom to load more conversations.
Email in the Inbox flows through your organisation's shared inbox. Nagaris Mail (the organisation-wide Microsoft 365 sync) is a separate, read-focused mail archive with its own Mail page.
