Inbox synchronizes visible DM conversations through Realtime and periodic reconciliation when the browser misses an event or resumes from suspension.
Conversation list
- The default list is a recent batch, not the whole org.
- Typing a search term switches to a real server-side search across the entire organization's leads — not just what's loaded — matching name, username, phone, email, and any AI-extracted field inside qualification data (a dedicated database function handles that last one, since it can't be searched like plain text). It resolves matching leads first, then loads their conversations, each side capped at 50 results.
- Filter the loaded list by channel.
- New activity reorders conversations.
- Opening a card from Leads loads that exact conversation, even outside the recent batch.
Conversation workspace
- Read and send text, media and voice messages.
- Search the loaded chat with Ctrl/Cmd + F — this one only searches messages already on screen, unlike the contact search above.
- Pause/resume AI, assign a teammate and manage tags.
- Edit status, score, value, phone, email and notes.
- Review qualification data and activity in the right panel.
How the AI pause actually works
Writing a message yourself — from the Inbox composer, or straight from the Instagram/Messenger app — auto-pauses the AI for that conversation. This isn't indefinite: it resumes on its own once the org's configured window elapses (30 minutes by default, adjustable in AI Agent → Conversation, anywhere from 1 minute to 24 hours) — no need to manually turn it back on. Using the explicit AI on/off toggle instead pauses it indefinitely, until a human flips it back.