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The Inbox brings every conversation in your firm — WhatsApp, email, phone and web chat — into a single view with three zones: the conversation list on the left, the message thread in the center, and the Copilot rail on the right.

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Find what you need

  • Segment tabs: All, Unassigned, Mine, Mentions, Drafts, Starred and Closed.
  • The Search conversations box.
  • Filters by channel, priority, assignee, status, matter, case type and tags — plus quick toggles like Has draft or Not linked.

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Reply to a client

The composer has two modes:
  • Reply — sends the message to the client on their channel.
  • Internal note — visible only to your team; type @ to mention a teammate.
The AI assist button offers Draft reply, Improve writing, Make shorter, Make formal and Translate to English. You can also Attach files.
On WhatsApp, if more than 24 hours have passed since the client’s last message, the window closes and you can only reach them via Template.

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Review AI drafts

When the assistant prepares a reply you’ll see the banner AI draft · review before sending, with Use draft to load it into the composer or Dismiss. Nothing is sent without your approval when the conversation requires review. The Copilot rail also:
  • Generates a Summary of the conversation as it grows.
  • Proposes a Suggested reply you can regenerate, shorten, formalize or translate.
  • Flags the Suggested next step (e.g. “Send a first response”) with a Do it button.
  • Suggests actions: update the matter stage, create a matter from the thread, book a consultation, generate a fee proposal or add the contact.

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Organize and manage

From the thread header or each row’s context menu you can:
  • Assign the conversation to a teammate (or Assign to me).
  • Close, Reopen, Star, Archive or Delete.
  • Add tag and change the Priority: Urgent, High, Normal or Low.
  • Open or create matter to link the conversation to a matter.
Select several conversations to act in bulk: mark read or unread, assign, close or archive.

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The side panel

Five tabs accompany every conversation:
  • Copilot — summaries, suggested replies and next steps.
  • Service ticket — the request’s state: Awaiting a lawyer, With you, Assistant is handling or Closed, with its priority, stage, area and first-response status (Met, Pending or Overdue).
  • Details — contact, channel, opportunity, appointment, linked matter and assignee.
  • Files — the conversation’s attachments; they also appear in the linked matter.
  • Activity — the full history of what happened.

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Delivery statuses

Every message shows its status: Sending, Sent, Delivered, Read or Failed (with a Retry option). Messages written by AI, an automation or a workflow carry their own label, so you always know who wrote what.