Inbox

Every chat from every connected channel in one list, newest first, with unread counts, CRM stage, and status badges. On desktop you can drag the divider on its right edge to make the list wider or narrower — it remembers your choice.

Narrow the list to a single channel — for example, only WhatsApp or only Instagram — when you want to focus on one type of customer.

Tap the filter icon to narrow the list: open or closed chats, unread only, a specific channel, a date range, conversations that started from an ad, or a CRM stage.

Chips under the Business and Personal tabs surface the chats that need a person: 'Needs human' lists handovers, 'AI paused' lists chats where the AI is switched off, 'Follow-ups' lists warm conversations the AI recommends revisiting, and 'Unread' shows what you haven't opened yet.

The back-and-forth of the conversation. Customer messages are on the left; your agent's or team's replies are on the right. You'll see attachments, images, voice notes, and quick-reply buttons inline. On web and mobile, choose Copy beside any text message to copy exactly what you see, including an active translation. When you see “No response sent”, select “Show More” to see whether the AI was paused, a teammate replied, or a newer customer message arrived.

Pauses the AI for this conversation so a team member can answer directly. Toggle it back on when you're done and the AI picks up from where you left off.

The right-side panel shows the customer's name, phone, email, tags, notes, order history, and past appointments. Click "Edit" to update any field.

Use the assign button at the top of a chat to choose who on your team handles it, or set it back to Unassigned. The person you pick gets a notification (you don't get one when you assign a chat to yourself). This is separate from the contact's owner, so a customer can keep their usual account manager while today's chat goes to whoever is on shift.

Press Team comments at the top of a chat to leave a note for your team, like "Customer prefers mornings". The customer never sees comments. Type @ to mention a teammate and they get a notification. You can edit and delete your own comments, and the owner and admins can delete anyone's.

When you close a chat, you can pick a closing reason (like Booked or Not interested) and add a few words, for example "Booked for Friday 3pm". Only your team sees it. The note shows at the top of the closed chat, with who closed it and when. Don't need one this time? Press Skip note.

Tag contacts (for example, 'VIP' or 'Cold lead') and add notes that only your team can see. Tags make filtering and Campaigns much easier later.

Find any past chat by customer name, phone number, or words inside the messages. The search bar is at the top of the conversation list.

When you reply by hand, tap the + button next to the message box to send a photo, a video, or a file such as a PDF price list. You see exactly what you're about to send — with the option to add a message alongside it — before it goes out.

If a customer sends a photo or video that might contain nudity, the inbox does not show it right away. You see a blurred preview with a note that it may contain nudity, plus a View button. Tap View to see it. The next time the conversation is opened it is hidden again, so nobody on your team sees it by accident. Your assistant is also told not to describe or comment on the photo.

Tap the microphone next to the message box and speak. When you stop, you can listen to it first, then send it — or delete it and start again. Your customer receives it as a normal voice message.

For website chat conversations, the Actions menu has a "Send form" option listing your active forms. Pick one and the visitor is asked to fill it in right inside the chat. You'll see a "Form requested" note in the conversation, which changes to "Form completed" once they submit.

When a customer starts a chat by clicking one of your Meta ads (WhatsApp, Instagram, or Facebook), the conversation shows a card with the ad they came from: the headline, the ad text, and the ad image. Your AI agent also sees this automatically, so it answers about the exact treatment, product, or offer the ad promoted instead of replying generically.

Every conversation shows the language it is in — a small globe with a language code, next to the customer's name and next to the message box. Entagl works it out from what the customer actually writes. That language is used when you tap Rewrite to turn your message into the customer's language, when you tap Draft with AI, and by your AI agent when it replies on its own.