Shared inbox

One place for every DM conversation — bot-handled, human-handled, and the ones in between.

The inbox is where your team lives during a busy launch. Every DM the bot sends, every reply a buyer writes, every handoff to a human — it all lands here.

Anatomy of a conversation

Each conversation card shows:

Avatar and TikTok handle of the buyer.
Last message with a timestamp.
State chip: Bot, Human, Waiting, or Closed.
Tags the bot or your team added (e.g. vip, shade-fair, refund).
Triggered by — which automation started the conversation.

Click a card to open the full thread on the right.

States

State	What it means	Who sees it
`Bot`	A flow is currently running. The buyer is being asked a question or is between bot messages.	Inbox shows it in All; not in Mine.
`Human`	A teammate has taken over. The bot will not send anything else on this conversation.	Whoever assigned themselves owns it.
`Waiting`	The buyer hasn't replied to the last bot message. The conversation auto-closes after the wait window expires.	Inbox shows it under Waiting with the remaining time.
`Closed`	Resolved, expired, or manually closed. Still searchable, but not in the main view.	All.

Filters

The top filter bar handles the common views:

All — every conversation across the workspace.
Mine — conversations assigned to you.
Unassigned humans — Human state with no owner. These need attention.
By tag — pick any tag your team uses.
By trigger — useful for measuring a specific campaign's DM volume.

You can save a filter combination as a view and pin it to the sidebar.

Replying

Once you're in a conversation, the composer at the bottom supports:

Plain text with emoji.
Saved replies — your team's macro library, scoped to the workspace. Type / to search them.
Shop links — paste a TikTok Shop URL and it renders as a card, same as in a flow.
Internal notes — anything in the Note tab is visible to teammates but never sent to the buyer.

Pressing Enter sends. Shift + Enter starts a new line.

Search

The top search bar (⌘K / Ctrl K) searches across:

TikTok handle
Conversation text
Tags
Trigger name

Search is scoped to the current workspace and the last 90 days by default. Click Older to extend.

Notifications

Every teammate controls their own notifications in Settings → Notifications:

Desktop — browser notification when a conversation in Mine gets a new message.
Mobile — push when a conversation you own goes more than 5 minutes without your reply.
Email digest — daily summary of unassigned Human conversations.

Notification volume is the most common source of inbox fatigue. We recommend everyone on the team enables desktop + mobile for "Mine" only, and one teammate owns the unassigned digest.