Navigate, search, and filter the inbox

The Inbox brings supported messaging channels into one working view. Use it to find a conversation, identify its channel and owner, and keep follow-up work in the correct status.

Understanding the Inbox layout

The conversation list remains on the left while the selected conversation opens beside it, so you can move between conversations without leaving the Inbox.

Each conversation row can show:

• The contact’s profile picture.

• A small channel badge for Instagram, Facebook, SMS, email, or a merged contact.

• The latest message in the conversation.

• The latest message timestamp.

• The pipeline tags assigned to the contact.

Search Conversation

Use search messages or users to search the following

• Name

• Username

• Phone Numbers

• Message Content

Wrap a phrase in quotation marks when you need an exact phrase match.

Search accepts up to 20 characters and basic letters, numbers, spaces, and punctuation. When search is active, select refresh to rerun it against the latest Inbox filters.

Conversation filters

Filters work together. For example, you can look for open Instagram conversations owned by one teammate and carrying a particular tag.

Open = Any conversation that needs a response

The Tag filter also includes three dynamic choices:

Refresh and load conversations

Winly loads conversations in batches as you move down the list. When new real-time activity arrives, a banner displays the number of new events. Select the banner to refresh the list without changing your filters.

If a search appears out of date, select refresh beside the sort control.

For missing message history inside an individual

• Instagram conversation, see Understand messages and conversation history.

• Facebook conversation, check with Winly Support

Conversation out of date

If a conversation looks out of date, select the new event banner or refresh the current search, then reopen the conversation.

If the contact still appears refresh the page.

Conversation Status

The current state shows whether a conversation needs a response, responded, or marked as spam.

When a contact respond to you the conversation automatically moves to the Open state

• When contact is in open state, ideally you responded to them or you acknowledge that it doesn't need a response you click Archive button (tick mark) to move it to archived state.

• When contact is in archived state, use the archive button in the conversation header to move an Archived conversation to Open.

• Use Spam in the Contact details panel to move an Open or Archived conversation to Spam. Select Not Spam to return a spam conversation to Open.

Bulk Archive

1. Select the three-dot menu beside Inbox.

2. Select Select Chats.

3. Select each conversation you want to archive.

4. Review the selected count.

5. Select Archive Chats.

Keyboard shortcuts

Use Option for Mac and Alt for Windows To view all the shortcuts, press Shift + ?

Shortcuts can vary by operating system and current focus. Use the UI controls if a browser, extension or operating-system shortcut takes priority.