Customers & Automation
Using the Inbox
Last updated 19 May 2026
Using the Inbox
The Inbox is OpenChair's unified surface for two-way customer messaging. SMS, email, and Instagram DMs all land in the same place, grouped into three smart zones so you can see what needs your attention without sorting.
Where to find it — Web: Sidebar → Inbox. Mobile: bottom tab → Inbox.
TL;DR
- Three smart zones: Inbox (needs attention, default), In progress (AI handling), Resolved. Plus an All tab.
- Channel-icon rows distinguish SMS, email, and Instagram at a glance. Conversation header carries summarise / assign / call actions.
- AI suggests reply drafts as chips above the composer; one tap to apply, 30-minute staleness warning.
- PRO required. SMS needs a dedicated number (AU/GB). NZ is email-only.
The three smart zones
The segmented tab bar at the top of the inbox shows live counts for each zone:
| Zone | What's in it |
|---|---|
| Inbox (default) | Conversations that need your attention — new unread messages, escalated AI handovers, customer questions awaiting reply. |
| In progress | AI is handling autonomously — auto-respond conversations, drafts in flight, threads still inside the AI's response window. |
| Resolved | Closed conversations — manually marked resolved or auto-resolved after a quiet period. |
| All | Everything, no filter. |
The default landing zone is Inbox so you start on the queue that actually needs work. Tap a tab to switch; counts refresh live.
Conversation list
Each row shows:
- Channel icon — colour-coded (SMS / Email / Instagram) so you can see at a glance how the customer reached out.
- Customer name — bold when unread.
- AI summary line — italic one-line summary of the last few turns (when available).
- Status pills — Escalated / Resolved / AI handling.
- Assigned staff — the person responsible for this conversation, if assigned.
- Last-message timestamp — relative ("2m ago", "yesterday").
Conversation header
When you open a conversation, the header carries:
- A customer-initial avatar
- The customer's name and inline status badge
- One-tap Call (
tel:link on web, native dialer on mobile) - Summarise — AI rewrite of the conversation into a few sentences for quick context
- Assign — pick a team member; the conversation routes to their notifications
AI draft chips
Above the composer, AI draft chips suggest a reply based on the conversation context. Three channels supported:
- SMS — uses your brand voice for auto-respond and one-off replies
- Email — drafts a reply matching your email tone
- Instagram DM — drafts a reply grounded in your services, prices, and live availability
Each chip has:
- Apply — drops the draft into the composer ready to send or edit
- 30-minute staleness warning — if the draft is older than 30 minutes (the conversation moved on), a "may be stale" indicator appears
- Discard — dismiss the chip
Cost: 2 Sparks per AI draft or auto-send (charged on the underlying generation, not on chip render).
Sticky composer (mobile)
The reply composer pins above the keyboard via KeyboardStickyView — no parent KeyboardAvoidingView gymnastics, no jumping when the keyboard opens. Type, send, or apply an AI chip without losing your place.
Channel-specific behaviour
SMS
- Requires a dedicated number provisioned in Settings → Communications (AU/GB only).
- The composer blocks sending and shows a warning banner if the customer has opted out of SMS.
- AI auto-respond can handle up to 3 turns per thread before escalating to a human (the conversation moves to the Inbox zone for your review).
- AU/GB only. NZ is email-only — see SMS allocation and limits.
- All markets supported.
- Uses your brand voice for AI drafts.
- See Email campaigns for outbound broadcasts; the inbox is for one-to-one replies.
Instagram DMs
- Requires connecting an Instagram Business account at Settings → Integrations → Instagram (Instagram DM Concierge guide).
- DMs render in the same inbox with an Instagram pill badge.
- AI classifies intent and either drafts, auto-sends, or escalates per your settings.
- 5-minute Retract button on auto-sent messages.
- Global kill switch in settings pauses auto-send across every intent.
Booking enquiry SMS
If a customer texts a booking question to your dedicated number (e.g. "Can I book balayage with Sam for Saturday?"), the conversation renders inline in the inbox with source: sms_enquiry. AI handles the response using your real services, prices, and live availability — see the AI booking enquiry auto-responder section in the Concierge docs.
Quick replies
Saved reusable replies for common customer questions. Type / in the composer (web) to open the picker; pick one to insert.
See Quick replies for managing the template library.
Status pills explained
| Pill | Meaning |
|---|---|
| AI handling | An AI auto-respond turn is in flight or recently completed. The conversation will move to Inbox if AI escalates after 3 turns. |
| Escalated | AI has handed over to a human. Needs your reply. |
| Resolved | Closed. Move to All tab to find resolved conversations. |
| Stop | The customer texted STOP — sending is blocked until they re-opt in (rare). |
Requirements
- Active Pro subscription.
- For SMS in AU and GB: a provisioned dedicated number.
- For Instagram DMs: Instagram Business account connected via Settings → Integrations → Instagram.
- New Zealand: email-only.
Mobile parity
Full parity. The mobile inbox uses the same zone tabs, channel-icon rows, conversation header actions (call, summarise, assign), and AI draft chips. The sticky composer is mobile-specific (it's why it exists), but the underlying flows are identical.
Common mistakes
| Problem | What to check |
|---|---|
| Inbox shows no conversations | Default tab is Inbox (needs attention). Switch to All to see everything including In progress and Resolved. |
| Customer sent an SMS but I don't see it | Confirm you have a dedicated SMS number (AU/GB). If it's a brand new conversation, check that the customer's phone number matches the one on file. |
| Send button is disabled with a warning banner | The customer has opted out of SMS. Switch to email or contact via another channel. |
| AI draft chip says "may be stale" | The conversation moved on since the draft was generated. Tap Discard and regenerate, or write a fresh reply. |
| Assigned a conversation but the assignee says they didn't get a notification | Assignment notifications respect the assignee's push preferences. Check their notification settings. |
FAQ
What is the Inbox in OpenChair?
Unified inbox for inbound SMS, email, and Instagram DMs. Conversations are grouped into three smart zones — Inbox (needs attention), In progress (AI handling), Resolved — surfaced as a segmented tab bar with live counts. Default view is Inbox so you land on the actionable queue.
What channels does the Inbox cover?
SMS (AU and GB with a dedicated number), email, and Instagram DMs (requires Instagram Business connection). Booking enquiry SMS conversations render inline in the same inbox. New Zealand is email-only.
How do I assign a conversation to a team member?
The Assign action is in the conversation header — tap to pick a team member. Assigned conversations route to that person's notifications. Either the assigned person or any owner/manager can take action.
What's the difference between Inbox, In progress, and Resolved?
Inbox = needs your attention (default view). In progress = AI is handling autonomously (auto-respond, drafts in flight). Resolved = closed conversations. The All tab shows everything.
Can I respond from mobile?
Yes. The mobile reply composer is sticky to the keyboard (no parent KeyboardAvoidingView gymnastics). AI draft chips appear for SMS, email, and Instagram with one-tap apply. Full parity with web for sending, retracting (Instagram), and assigning.