Inbox
The Inbox is the heart of Sydx AI — a real-time, shared WhatsApp messaging interface where your entire team can manage conversations with contacts.
Interface Layout
The Inbox is divided into three main panels:
| Panel | Description |
|---|---|
| Chat List (Left) | All conversations sorted by most recent message |
| Chat Window (Center) | Active conversation with message history |
| Contact Sidebar (Right) | Contact details, tags, notes, and lead status |
Chat List
Search & Filter
- Search conversations by contact name or phone number
- Filter by:
- Unread messages
- Assigned to me
- All conversations
Conversation Preview
Each conversation card shows:
- Contact name and phone number
- Last message preview (truncated)
- Timestamp of last activity
- Unread message count badge
- Contact's lead status indicator
Chat Window
Sending Messages
The message composer at the bottom supports:
| Type | How to Use |
|---|---|
| Text | Type and press Enter or click Send |
| Images | Click the attachment icon → select image |
| Documents | Click the attachment icon → select file (PDF, DOC, etc.) |
| Audio | Click the attachment icon → select audio file |
| Video | Click the attachment icon → select video file |
| Quick Replies | Click the quick reply icon to insert a saved response |
Message Bubbles
Each message bubble displays:
- Message content (text, media preview, document link)
- Timestamp
- Delivery status icons:
- ✓ Sent
- ✓✓ Delivered
- ✓✓ (blue) Read
Real-Time Updates
Messages appear instantly — no need to refresh. When a new message arrives:
- The chat list reorders to show the newest conversation first
- A notification sound plays (if enabled)
- Unread count updates in real time
Contact Sidebar
When viewing a conversation, the right sidebar shows detailed contact information:
Contact Details
- Name and Phone Number
- Email (if available)
- Lead Status — Cold / Warm / Hot / Customer (editable inline)
- Tags — Custom labels for categorization (editable)
- Owner — Which team member owns this contact
Notes
- Add, edit, and delete notes for each contact
- Notes are visible to all team members
- Timestamped for audit trail
Quick Actions
- Change lead status
- Assign to team member
- Add/remove tags
- View contact in Pipeline
- Block contact
Key Features
Real-Time Updates
All inbox updates are delivered instantly. This means:
- Multi-user teams see updates simultaneously
- Zero latency message delivery
- No manual polling or page refresh required
Team Collaboration
- Multiple team members can view the same conversation
- Contact ownership determines the primary responder
- All messages are visible to the entire team
Quick Replies
Pre-saved message templates for common responses:
- Go to Settings → Quick Replies to create them
- In the inbox, click the quick reply icon in the composer
- Select a quick reply to insert it instantly
AI Draft
- Click the AI Draft button to generate a context-aware reply
- The AI analyzes the conversation history and suggests an appropriate response
- Edit the draft before sending or send as-is
Keyboard Shortcuts
| Shortcut | Action |
|---|---|
Enter | Send message |
Shift + Enter | New line in message |
WhatsApp's Business API policy requires that you can only send free-form messages within 24 hours of the customer's last message. After 24 hours, you must use an approved template to re-initiate the conversation.