The Unified Inbox

The Bugalou Inbox brings all your conversations into one place — WhatsApp, Instagram, Messenger, Email, and Website Chat. Navigate to it via Inbox in the sidebar.

Layout

The Inbox has three panels:

• Filter sidebar (left) — filter by assignment, channel, priority, and labels
• Conversations list (center) — browse and search your conversations
• Chat area (right) — view and reply to the selected conversation

A Contact sidebar appears on the right with the contact's profile, all conversations, and contact fields.

Filtering Conversations

Use the filter sidebar to narrow down conversations:

Quick Filters

• All — every conversation
• Mine — conversations assigned to you
• Unassigned — conversations waiting to be picked up
• Mentioned — conversations where you're @mentioned
• Closed — resolved conversations
• Spam — marked as spam (auto-deleted after 14 days)

Team Inboxes

If your organization uses teams, you can filter by specific team inboxes to see only conversations routed to your team.

Channels

Filter by platform: WhatsApp 💬, Instagram 📸, Facebook 💙, Website 💻, or Email 📧. When Email is selected, you can further filter by specific mailbox.

Priority

Filter by priority level: High (red), Medium (yellow), or Low (blue).

Labels

Filter by any label you've created — see only conversations with a specific label.

Folders

Filter by a specific folder, or choose "All folders" to clear the filter. Folders only appear in the sidebar once your workspace has at least one.

Sorting & Searching

In the conversations list header, you can:

• Search — find conversations by name, message content, or ticket number
• Filter by status — All, Open, Closed, or Snoozed conversations
• Sort — by Newest, Oldest, Longest Open, or Shortest Open

Assigning Conversations

Click the assign dropdown in the chat header to assign a conversation:

• User tab — assign to a specific team member, or set to "Unassigned"
• Team tab — assign to a team inbox

You can also click "Assign to me" to quickly take ownership of an unassigned conversation.

Priority & Labels

• Priority flag — click the flag icon and select High, Medium, or Low priority
• Label selector — add one or more labels to categorize the conversation

Organizing Conversations with Folders

Folders are a second way to organize conversations, separate from labels — a conversation sits in at most one folder at a time (you can add multiple labels).

• Drag & drop — drag a conversation from the list onto a folder in the sidebar
• Bulk move — select multiple conversations and click Folder in the bulk action bar to move them all at once
• Automatically — set up a routing rule to file new conversations into a folder automatically

Create and manage folders themselves under Account → Inbox settings → Folders: give them a name, an optional emoji icon, and a color, and drag them into the order you want. Deleting a folder doesn't delete the conversations in it — they're just unfiled.

Closing Conversations

Click the checkmark button in the chat header to close a conversation. If your workspace has closing notes enabled, you'll be prompted to write a summary before closing.

More Actions

Click the three-dot menu (⋯) in the chat header for additional options:

• Add Contact — link the conversation to a contact profile
• Merge Ticket — combine duplicate tickets (email only)
• Reopen Ticket — reopen a closed conversation
• Mark as Spam — move to the spam folder

Internal Notes

Toggle to Internal Notes mode to leave a private note visible only to your team. Use @mentions to notify specific colleagues — they'll see the conversation in their "Mentioned" filter.

Email Composer

When replying to email conversations, you get a full email composer with To, Cc, Bcc, formatting toolbar (Bold, Italic, Underline, lists), and file attachments. Pro plan users also get AI features: "AI Antwoord" to generate reply suggestions, and "Verbeter" to improve your draft.