Inbox — your unified inbox

Inbox is Repost21’s unified inbox. Customer messages from every connected channel land in one window: the AI agent replies on its own, and you only step in where a human is needed. It works in real time — new messages appear instantly, without refreshing the page.

Which channels land in the inbox

Channel	How to connect	AI turns on
Telegram (bot)	Connect a bot in the “Social networks” section in “Inbox” mode	Automatically, right away
Telegram Business	Connect a bot to your Premium account (PRO plan and above) — the AI replies on your behalf	Automatically, right away
Instagram	Connect the account and enable receiving messages	Manually, per conversation
Facebook (Messenger)	Connect the page	Manually, per conversation
WhatsApp	Connect a number (see Connections)	Manually, per conversation
Web chat on the site	Create a webchat widget	Automatically, right away

Note

On WhatsApp you can reply within 24 hours of the customer’s last message — that’s a limitation of the platform itself.

How the screen is laid out

The “Inbox” section has four parts:

• Agent rail on the left — your inbox agents that have conversations. Clicking one filters the list by that agent’s channels.
• Conversation list — search, the “Open / Needs human / Closed” filters, with unread items marked by a dot and a counter.
• Thread — the conversation with the customer, message search, and the ⋯ menu with actions.
• Contact card on the right — customer details, tags, and notes.

At the top there are the “Conversations”, “Live”, and “Web chat” tabs.

AI mode — the agent replies on its own

If an inbox agent is assigned to a channel (see AI agents) and AI mode is on in the conversation, the agent replies to the customer on its own. Auto-replies are labeled ”✨ AI” with the agent’s name — you can always tell where the AI wrote and where a human did.

In Telegram the AI reply “types” out gradually, like a live conversation partner — the customer sees the typing indicator and the message appearing.

Confidence indicator

Each conversation in the list is highlighted with a colored bar — this is the AI’s confidence in its last reply:

Color	What it means	What to do
Green	The AI is confident — the reply is based on the knowledge base	No need to check
Yellow	Medium confidence	Review when you get a chance
Red	Low confidence or the AI handed the conversation to a human	Open first

This way the operator only opens the problematic conversations instead of reading everything in a row.

Escalation to a human

When the agent can’t find an answer in the knowledge base, it doesn’t make things up: it politely tells the customer it’ll bring in a human and moves the conversation to the “Needs human” status. Such conversations are visible in the list filter and in Live mode.

Taking over a conversation

In the thread header there’s a “Take over” button — one click, and the AI goes quiet in this conversation, with the operator continuing from there. When you’re done — “Return to AI”, and the agent resumes replying on its own. Taking over affects only the current conversation; the AI handles the rest as before.

Voice messages

Voice messages from customers are transcribed to text automatically: the audio bubble appears right away, and below it the “Generating text…” indicator; a few seconds later the text is filled in. The AI agent replies to the transcription, just like to a regular message. Recognition works well for Russian, Uzbek, and mixed speech.

Translating incoming messages

Under an incoming message in another language there’s a “Translate” button — it translates the message into your interface language right in the thread. Clicking again brings back the original. Handy when customers write in a language the operator doesn’t speak.

AI reply language

The agent detects the customer’s language automatically from the first message of the conversation and replies in it — regardless of your interface language.

If you need to lock the language manually (for example, the customer switched languages mid-conversation), open the ⋯ menu in the thread header → “AI reply language” and pick the one you want. “Auto” returns to auto-detection and shows which language was recognized.

Tip

Auto-detection locks onto the conversation’s first language. If the customer switched to another one — set the language manually via the ⋯ menu.

Working with conversations

• Statuses — open / closed; “Needs human” appears on escalation or takeover. The list filters are based on these statuses.
• Assigning an operator — via the thread’s ⋯ menu: the conversation is assigned to a team member (see Team).
• Snooze — hide a conversation until a chosen time, after which it returns to the open list on its own.
• Tags — add and remove labels on the contact right in the card on the right; tags are later used to segment broadcasts.
• Notes — internal comments about the customer, visible only to the team.
• Contact details — phone, email, channel, date of first contact and last activity. For WhatsApp the phone number is pulled in automatically.

Sending messages

In the thread composer you have:

• Text — with emoji support (a picker next to the input field).
• Photos and files — via the paperclip button: upload from disk, images are sent as photos, documents as files.
• Voice — record from the microphone right in the browser; in Telegram the customer gets a native voice message.

Live mode

The Live tab — a real-time picture of what’s happening, for a manager or agency:

• Event stream: incoming messages, AI replies, and operator replies — appearing instantly.
• Counters: open conversations, ones with an operator, unread, and ones with low AI confidence.
• Who’s working: AI agent activity over the day, operators online and their conversations, distribution across channels.

Handy to keep open on a second screen during peak hours.

Tip

Want automatic scenarios to trigger on keywords in messages (hand out a lead magnet, ask a series of questions)? Set up flows — they intercept the message before the AI agent and lead the customer through a defined scenario.