Channel
It’s the path people write to you through: a WhatsApp number, an Instagram account, a Facebook page, a Telegram bot, an email address or a web chat. You connect each channel once.
Inbox
It’s where the conversations from one or more channels land. Each channel is assigned to an inbox. You can have several inboxes to separate teams or brands (for example, “Sales” and “Support”).
Queue
It’s an inbox’s waiting line. When a conversation comes in, the queue offers it to the available agent based on their load and rules.
A freshly connected channel has no inbox yet: its messages are held until you assign one. This is on purpose, so you decide where each channel enters. See Channels.
How the rest fits in
Contacts (CRM)
Every person who writes to you has a profile. If the same customer talks to you on WhatsApp and on Instagram, it’s a single contact with their two channels unified.
Campaigns
To write to many contacts first yourself (via WhatsApp), using approved templates and lists.
Artificial intelligence
Mia assists you while you handle conversations; and you can set an AI agent to respond on its own in an inbox.
Analytics
Everything that happens in inboxes and queues is measured: volume, times, satisfaction and performance.
Quick glossary
| Term | What it is |
|---|---|
| Workspace | Your account: channels, contacts, team and data, all inside. |
| Channel | The path people write to you through (WhatsApp, Instagram, email…). |
| Inbox | Where the conversations from one or more channels land. |
| Queue | The line that distributes an inbox’s conversations among agents. |
| On Queue / Off Queue | Your status: whether you’re receiving conversations or not. |
| Conversation | The thread of messages with a contact over a channel. |
| Contact | The person you talk to, with all their channels unified. |