Why it matters
The Inbox is the core workspace in the Whippy mobile app. It is where you view conversations, respond to customers, manage assignments, and start new messages. Understanding how the Inbox works on mobile helps you respond quickly and avoid missing important conversations.
Key Concepts
Inbox: The central place where all conversations and related views are displayed.
Conversation state: The status of a conversation, such as open, automated, or closed.
Send from: The channel or number used to send a message.
Send to: The contact or phone number receiving the message.
Conversation actions: Controls used to manage, assign, close, or search within a conversation.
Step-by-Step: Use the Inbox and Send Messages on Mobile
Inbox overview
Open the Whippy mobile app.
Tap Inbox in the bottom navigation bar.
View available inbox sections, including:
All conversations
Assigned to me
Unassigned
Ghosted
Scheduled
Attachments
Calls
Use the channel filter to limit conversations to a specific channel.
Use the user filter to view conversations by assigned user.
Searching, filtering, and sorting conversations
Tap All conversations to view the full conversation list.
Use the search bar at the top to search conversations.
Tap the more options button (three horizontal dots) in the inbox list to:
Filter by conversation state: Open, Automated, or Closed.
Sort conversations by Newest, Oldest, or Unread.
Open and reply to a conversation
Tap a conversation to open it.
Scroll through the conversation history as needed.
Tap the message entry field at the bottom of the screen to open the keyboard.
Type your message.
(Optional) Use message tools before sending:
Paperclip: Attach a file.
Templates: Insert a saved template.
Star: Send a review request.
Translate: Translate the message content.
Notes: Add an internal note.
Schedule (clock): Schedule the message to send later.
Signature: Insert a signature.
Tap the Send button (purple arrow) to send the message.
Conversation-level actions
While viewing a conversation, use the top-right icons to manage it:
Call: Call the contact directly.
Tick: Mark the conversation as complete (close it).
Tap More options (three horizontal dots) inside the conversation to access additional actions:
View contact detail
Search messages
Close conversation
Assign or unassign a user
Mark as unread
Go to files
Add contact to sequence
Set language settings
Start a new conversation from the Inbox
From the Inbox, tap the pencil icon button in the bottom-right corner.
In Send from, select the channel you want to send the message from.
In Send to, search for an existing contact or enter a phone number directly.
If sending an email, enter a Subject when prompted.
Tap the Message field at the bottom and type your message.
(Optional) Add attachments, templates, translations, scheduling, or a signature.
Tap the Send button (purple arrow) to send the message.
Calls and call-related inbox views
In the Inbox, open the Calls view to see call history.
Use the search bar to search calls.
Filter calls by All, Agent, VoIP, Missed, or Parked.
Use the more options menu to sort calls by Newest or Oldest.
Tips and Best Practices
Use Assigned to me to focus on conversations you are responsible for.
Sort by Unread to quickly identify messages needing attention.
Use templates and signatures to reply faster on mobile.
Double-check the Send from channel before sending a new message.
Close conversations when they are complete to keep the inbox clean.
Troubleshooting
Issue | Possible Cause | Fix |
Message sent from wrong channel | Incorrect Send from selection | Select the correct channel before sending |
Cannot find a conversation | Filters applied | Clear filters or adjust sorting |
Message not sent | Network or app issue | Check connectivity and retry |
Conversation still appears open | Conversation not closed | Tap the Tick icon to mark complete |
Missing message tools | Conversation state is closed | Reopen the conversation if needed |