Inboxes

Inboxes and channels

An inbox is one channel connected to your account. Conversations from every inbox land in the same place, so an agent works one list rather than one app per channel.

Create Inbox lists every channel type you can connect.
Create Inbox lists every channel type you can connect.

Available channels

ChannelWhat it connects
WebsiteThe chat widget you embed on your site
EmailA mailbox, forwarded or connected directly
WhatsAppA WhatsApp Business number
Facebook MessengerA Facebook page’s messages
InstagramInstagram direct messages
TelegramA Telegram bot
LINEA LINE official account
TikTokTikTok messages
SMSText messages
Twilio SMSText messages through your Twilio account
X profileDirect messages on an X profile
X MentionsPublic mentions of your X account
APIYour own application, over the API

Each one is created from Settings > Inboxes > Add Inbox.

Voice on this side

Two channels turn phone calls into ordinary conversations, threaded next to a customer’s messages:

  • Twilio Voice handles inbound and outbound calls through your Twilio account, with recordings attached to the conversation.
  • WhatsApp calling answers calls placed from inside WhatsApp.

These put calls in the shared inbox. They do not give you queues, IVR menus, extensions or a wallboard. For those, use Cloud Call Center, which runs on separate telephony infrastructure.

X Mentions

Public mentions are a different channel from direct messages and are set up differently. See X Mentions.