The SleekFlow Inbox is a centralized communication hub designed for sales and customer support teams to manage and respond to client conversations from multiple social channels like WhatsApp, Facebook, and Instagram in one place. It helps streamline messaging, improve team collaboration, and maintain clear responsibility for customer interactions.

Benefits and Use Cases

Pain points solved:

• Eliminates the hassle of managing chats across multiple social platforms by consolidating all messages into a single inbox.
• Overcomes user login limitations on some channels by allowing more staff to respond without restrictions.
• Clearly designates conversation ownership and collaboration, helping teams track who responded and when.
• Makes it easier to integrate AI into daily messaging workflows, ensuring agents can work alongside AI without switching tools or channels.

Common use cases:

• Customer support and sales agents respond to incoming chats quickly using AI-suggested replies and saved responses, manage customers with labels and remarks, and view detailed customer profiles including purchase history.
• Managers oversee team inbox views to monitor customer response quality and agent performance transparently without invading personal devices.

Get to know different parts of Inbox

Navigating Inbox views

The Inbox panel is where you’ll start every day in SleekFlow. It gives you quick access to your own conversations and team-wide views, so you can jump straight into the right tasks without digging around. Whether you’re handling personal assignments or tracking team activity, this panel helps you navigate it all with ease.

• Inbox panel: This is your main navigation menu for the Inbox. It lets you switch between different sets of conversations — from personal assignments to team-wide shared folders — so you can focus on what matters.
• View: Each row inside the “My views” or “Company views” is a specific view — a filter set that shows only relevant conversations. For example, the Collaboration view helps you keep track of .
• My views: Under “My Inbox”, you’ll find personal views which are Assigned to me, Collaborations and Mentions. These views help you track conversations you’re directly responsible for or want to keep an eye on.
• Company views: These are shared views accessible by your team.Use them to collaborate across functions and monitor team-wide workflows.

Browsing your conversations

Once you’ve selected a view, the conversation list helps you viewand manage incoming chats at a glance. Each item includes a preview of the message, relevant tags, and timestamps — so you can quickly decide what to handle next. You can also take quick actions or switch between conversation states right from here.

• Conversation status folder: Located at the top of your current view, this lets you toggle between statuses like Open, Snoozed, Closed or All. It filters the conversation list based on how far along each thread is in your workflow.
• Conversation list: This is where all conversations under the selected view appear. It shows the contact name, message preview, timestamp, and any applied tags.
• Conversation preview: Each conversation line includes a short preview of the most recent message, giving you enough context to decide whether to open, assign, or reply.
• Conversation actions: Hover over a conversation to reveal quick tools like mark as read/unread, pin, close, or reassign — all without needing to open the full chat.

Managing conversation settings

The conversation control bar sits at the top of the conversation window, giving you quick access to tools that help you manage ownership and visibility . It’s where agents assign conversations, update statuses, add collaborators, and apply filters—all in one place.

• Conversation control bar: This is the toolbar above the message thread that centralizes key actions for managing the conversation—like assigning teammates, changing status, or applying filters.
• Assignee: Assign or reassign the conversation to a teammate who will be responsible for handling it. This helps ensure ownership is clear.
• Collaborator: Add additional teammates who need visibility into the conversation but aren’t responsible for the reply. Great for internal alignment or support.
• Conversation status: Use this dropdown to mark the conversation as Open, Snoozed, or Closed depending on its current handling stage.
• Message filters: Filter the message thread to show all messages, messages from specific channel, or internal notes only—helpful for reviewing long chats more efficiently.
• More actions: Access advanced options such as pinning and unreading a conversation.

Working inside a conversation

The conversation panel is where the real work happens — reading messages, replying to customers, and staying aligned with your team. From message bubbles to activity indicators, everything here helps you stay on top of the customer experience in real time.

• Conversation panel: This is your main workspace where the full message thread lives. You can read, respond, and collaborate in the same view.
  • Jump to date: Use this dropdown to quickly jump to messages sent on a specific day — handy for long conversations.
  • Message bubble: Displays each message in the conversation thread, including timestamps, channel source, and sender (e.g., customer or teammate).
  • Activity indicator: Shows internal actions like “created ticket”” so you and your teammates stay aware of what’s happening behind the scenes.
• Conversation notice indicator: Displays important system messages at the top of the conversation — for example, conversation window time remaining of certain channels, like WeChat and WhatsApp.
• Message text box: Type your response to the customer here. You can also switch to “Internal note” for teammate-only communication, and use features like emojis, attachments, saved replies and other commerce features. .

Understanding your customer

The contact info panel appears on the right side of the Inbox and gives you instant access to key details about the person you’re chatting with. It includes their contact methods, labels, remarks, and custom properties—helping you personalize your response and stay informed without leaving the conversation.

This panel displays important customer details such as phone number, email, labels, remarks, lists, and any synced CRM data.

Use it to understand who the customer is, what tags they carry, and how your team has interacted with them before. You can learn more about managing contact details in Contact info panel in this Help Center article.