Overview
In ConversaLabs, an inbox is where conversations from a channel arrive for your team to handle. Each inbox represents one connected channel — for example, a WhatsApp number, your website widget, an email account or a social media page. You can have as many inboxes as you need, each with its own assignment rules, business hours and responsible team.
Centralizing every channel into inboxes means your agents handle everything in a single screen, with a unified history per contact, no matter where the message came from.
Prerequisites
- An active ConversaLabs account.
- An administrator role to create and configure inboxes (agents only handle conversations).
- For each channel, its specific requirements (a WhatsApp number, a Meta account, an email server, etc.), detailed in each channel's article.
Step by step
- Go to the account Settings area.
- Open the Inboxes section and start creating a new inbox.
- Choose the channel type you want to connect (WhatsApp, Website, Email, social, Voice, API).
- Follow the connection wizard specific to the chosen channel.
- Assign the agents and teams that will handle this inbox.
- Adjust the settings (business hours, auto-assignment, greeting, CSAT) as needed.
Settings & options
The platform offers the following channel types, each with its own article in this category:
| Channel | What it's for |
|---|---|
| WhatsApp Web (ZuckZapGo) | Connect a number via QR pairing, no official API |
| WhatsApp Cloud (Embedded Signup) | Official number via Meta's API |
| Coexistence | Sync history and contacts from the official app into Cloud |
| WhatsApp Hub | Groups, communities, channels and status |
| WhatsApp Inbox Suite | Templates (HSM), Flows and Calls inside the inbox |
| Website / Widget | Live chat on your website |
| Email support via forwarding or IMAP/SMTP | |
| Social | Facebook Messenger, Instagram and TikTok |
| Voice | Voice calls and AI calls |
| API | Generic channel for custom integrations |
Use cases
- Run multiple WhatsApp numbers and the website on the same screen, without switching apps.
- Split inboxes by team (Sales, Support) with distinct assignment rules.
- Connect a number via WhatsApp Web to get started fast, then migrate to the Cloud API later.
Tips, limits & best practices
- Start with one well-configured channel before connecting all the others.
- Name each inbox clearly (e.g. "WhatsApp Sales", "Website Support").
- Some channels and features depend on permission, plan or activation — check the prerequisites in each article.
Troubleshooting
- I can't create an inbox: confirm your user is an administrator.
- I don't see a channel type: the channel may not be enabled for your account — talk to whoever runs the operation.