Using Botnira's Unified Inbox
Every conversation your AI receptionist has -- on the phone, on WhatsApp, in email, over SMS, or in web chat -- lands in one place: Inbox, in the left-side menu. It reads like a normal chat thread, even when the conversation happened over the phone.
What the Inbox looks like once it's busy
Example numbers from a real Botnira workspace, shown here to illustrate the layout -- your own totals will reflect your business.
Every channel, one thread list
The Inbox brings conversations from all five channels into a single list of threads. A count of new, unread conversations sits at the top of the Inbox so you always know at a glance whether anything needs attention.
Each thread in the list shows four things: who it's with (a name if known, otherwise the phone number or contact), a badge for which channel it came in on, a short preview of the latest message, and a timestamp for when it last had activity. Threads are also marked Open or Resolved so you can tell what's still active.
Finding the conversation you need
Filter by status
Switch between All, Open and Resolved to focus on what's still active or review what's already been handled.
Filter by channel
Click Web, WhatsApp, Email, SMS or Voice to see only that channel's conversations -- each one shows its own running total, so you can see which channels are busiest.
Search directly
Use the search bar to jump straight to a thread by typing a contact's name or phone number, instead of scrolling through the list.
Phone calls, shown as a written chat
Voice conversations don't get a separate audio-only view -- they're transcribed and shown the same way as a chat thread, with your AI receptionist's messages and the customer's messages laid out separately, message by message. That means you can quickly scan what happened on a call the same way you'd scan a WhatsApp conversation, without listening back to the whole thing.
Inside an open conversation
Opening a thread shows the contact's number or name at the top, along with two quick actions: a call button for voice conversations, so you can call the customer back directly without leaving the Inbox, and a Mark resolved button once the conversation is handled.
Below that is the full transcript, with your AI receptionist's messages and the customer's messages clearly separated, in the order they happened -- exactly as if you were reading a normal chat, even for a conversation that happened entirely by phone.
Multi-language conversations, in the same Inbox
Because you can give your AI receptionist a name in Bot Studio, conversations in the Inbox read like they're coming from a real person -- for example, a receptionist named "Priya" opening a call with "Hello! This is Priya. I can communicate in any language you prefer. How can I help you today?"
That's not just an English-only greeting -- it holds across languages. In the same Inbox, you'll see the same kind of greeting and follow-up handled in whichever language the customer uses: French ("Sure, je peux vous aider. Dites-moi ce dont vous avez besoin et je vous accompagne."), Hindi, Portuguese, Tamil and others, all from threads in a single account. See how multi-language training works for how this is set up.
Jumping in as a human agent
Every conversation in the Inbox has a message box at the bottom for your team to type directly into -- a human can take over any conversation, on any channel, at any point. This is the same hand-off Botnira uses automatically when a question falls outside its training, except here you or your team can step in proactively, whether or not Botnira has asked for help.
The message box supports multi-line replies -- press Shift+Enter for a new line before sending, the same as most chat tools. Once a conversation is handled, mark it resolved to move it out of your open threads and keep the Inbox focused on what still needs attention.
Related guides
Channels Overview
See where each of the five channels feeding your Inbox is connected from.
Read the guide →Understanding Your Dashboard
A tour of training, channels, inbox, analytics and billing.
Read the guide →How the AI Receptionist Works
The research behind grounded answers and automatic human hand-off.
Read the research →