Inbox
Answer customers from the unified inbox in Naffes CRM
The inbox in Naffes CRM is one list for everything customers write: email, WhatsApp, SMS, customer-portal chat, Messenger and Instagram DMs, and public comments. This guide shows how to read the list through its views and channel filters, and how to reply with the customer's record open beside you.
What you see in the list
By default a rep sees the conversations assigned to them plus unassigned ones. Workspace admins, and roles with the “See the whole team's conversations” permission (granted to Managers), see every thread. If a colleague mentions a conversation you cannot find, it is most likely assigned to someone else.
| View | What it holds | When to open it |
|---|---|---|
| All | Everything you are allowed to see | General search or a full review |
| Mine | Threads assigned to you | Your daily work list |
| Unassigned | Threads nobody has taken | Start of the shift and after every break |
| Waiting for us | Threads waiting on a reply from the team | Before you log off, so nobody is left waiting |
| Bot handling | WhatsApp threads the bot is running | To watch the bot and step in |
| Done | Closed threads | To look back at a past conversation |
Reply to a customer
Open the inbox
Click Inbox, pinned near the top of the sidebar, or go to
/inbox.Filter the list
Pick a channel (Email, WhatsApp, SMS, Customer portal, Messenger / Instagram or Public comments), then choose the view from the table above.
Open the thread and check the context
The conversation opens in the middle, with the linked customer record and deal beside it, so you see the stage and value before you type.
Write your reply
Send text, one attachment per message, or a voice note recorded in the browser. Incoming images, audio, video and documents show inside the thread, and each thread has a media gallery you can download as a zip.
Close or hand over
When the topic is finished, close the thread with a reason; if it needs a colleague, assign it. See claim, assign or close a conversation.
How you know a customer wrote
- The list refreshes live while the app is open, and a pop-up on any screen announces new unanswered conversations.
- Exactly one person is notified of each new message: the assignee, otherwise the contact owner, otherwise the workspace owner. A burst of messages produces a single alert, in the app and as a device push, and each rep can mute it in their notification preferences.
- On a phone, an open conversation fills the screen, with a back button to the list.
Useful limits to know
- Counts beside each channel cover the loaded page of that channel, not exact server totals.
- One attachment per outgoing message; send several files as consecutive messages.
- Keyboard navigation such as j and k works in the mailbox screen, not in the unified inbox.
- Messenger, Instagram and public comments arrive through a connected Facebook Page and depend on Meta's review of the Naffes app, so they may not be available to every workspace yet. They are reply-only: you cannot start a new DM from Naffes.
For an overview of channels and capabilities, see the unified inbox feature page.
Questions
Questions 2
Why can't I see every conversation on the team?
Reps see what is assigned to them plus unassigned threads by default. Seeing every thread is for admins and roles with the whole-team conversations permission.
Does email show up in the same inbox?
Yes, once a mailbox is connected, email is one of the inbox channels, alongside the full three-pane mail screen for people who prefer it. Email starts on the Starter plan, while conversations themselves are available on every plan.