Inbox overview
The Chats tab is a single inbox that combines every kind of conversation the app surfaces — Amazon buyer messages (sellers), chatbot conversations (chatbot users), internal threads. This page covers the cross-audience parts.
In this guide:
- Open the inbox
- Read the row layout
- Filter
- Search
- Open a thread
Step 1: Open the inbox
Tap Chats in the bottom tabs.
Step 2: Read the row layout
Each row shows:
- Avatar — the customer’s photo or initials.
- Title — usually the customer’s name; otherwise the thread subject.
- Last message preview — first line of the most recent message.
- Timestamp — relative (“2h”, “Yesterday”).
- Source icon — Amazon (orange), chatbot (purple), internal (grey).
- Unread indicator — a small dot on rows with unread messages.
Step 3: Filter
The filter bar at the top has these presets:
| Filter | Use when |
|---|---|
| All | Default. Everything you have access to. |
| Unassigned | Threads waiting for an agent. |
| My | Threads assigned to you. |
| Solved | Closed/resolved. |
| Open | Active and assigned. |
| Closed | Closed (synonym of Solved depending on source). |
| Group | Multi-party threads. |
Tap the source icon (top-right) to add a source filter — show only Amazon, only chatbot, etc.
Step 4: Search
Pull the inbox down past the top to reveal the search bar. Search matches:
- Customer name.
- Last-message snippet.
- Order ID (sellers) or conversation ID (chatbot).
Step 5: Open a thread
Tap any row → the Conversation detail page opens with the full thread, attachments, and the customer profile sidebar.
Sorting
Default sort is most recent message first. Swap to oldest unread first in the filter bar’s sort menu — useful when you want to attack the backlog systematically.
Coming soon
- Real-time updates — new messages appear without pull-to-refresh. → Real-time agent chat (coming soon)
- Mark all read — bulk action.
- Smart prioritization — the inbox could lift older-and-still-open threads above newly-arrived-but-low-priority ones.