Skip to main content
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

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: 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 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:
1

Create a view

Go to Inbox → Views and create a view called “Unassigned Instagram” filtered to the Instagram channel and unassigned conversations.
2

Create assignment rules

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
3

Confirm the routing

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.