Inbox
Central workspace for managing all your WhatsApp conversations in real time.
Inbox
The inbox is Trochai's operations center. From here, you and your team manage all WhatsApp conversations with leads and clients in real time.
Interface structure
The inbox uses a three-column layout that lets you navigate and respond without losing context:
| Column | Content |
|---|---|
| Conversation list | Left panel (fixed, 384px). Shows all conversations sorted by last message, with preview, unread indicators, and tags. |
| Message panel | Center column. Shows the full message history for the selected conversation, with WhatsApp-style bubbles and message composer. |
| Toolbar | Strip above messages. Contains the 24h window indicator, bot toggle, status selector, assignment, tags, and internal notes. |
On mobile devices, the interface adapts: the conversation list and message panel alternate in full screen, with a back button to return to the list.
Key features
Real time
All messages and conversations update in real time via Supabase Realtime. You don't need to reload the page: when a client sends a message, the conversation updates instantly in both the list and the message panel.
Message previews
Each conversation in the list shows a preview of the last message. For media messages, indicators are shown such as [Image], [Video], [Audio], [Document], [Sticker], [Location], or [Template].
Unread message indicator
Conversations with new messages show:
- The contact name in bold
- An unread message count (circular badge)
- The message preview in darker text
The browser page title also shows the total unread count, for example: (3) Inbox.
AI bot toggle
In the toolbar, a switch lets you enable or disable the AI assistant for each conversation individually. When the bot is active and you want to write manually, the composer shows a notice saying "The assistant is handling this conversation" with an option to unlock typing.
When someone replies from the WhatsApp Business app directly (coexistence), the bot pauses automatically and a banner appears indicating this. You can reactivate the bot with one click.
Escalation banner
If the AI bot detects that the client needs human assistance, a red banner appears at the top of the message panel indicating "Requires human assistance," along with the escalation reason. A "Resolve" button lets the agent indicate they've handled the situation.
24-hour window indicator
Each conversation shows a badge with the WhatsApp messaging window status:
- Green: window open (shows remaining hours)
- Yellow: window expires soon (less than 4 hours)
- Red: window closed, only templates can be sent
For more details, see 24-Hour Window.
Prerequisite: WhatsApp connected
If your organization doesn't have a WhatsApp Business number connected yet, the inbox will show a message indicating this. Admins will see a button to go to channel settings; agents will see a notice to contact their admin.
Multiple channels
If your organization has more than one WhatsApp number connected, a channel filter will appear at the top of the conversation list. This lets you view only conversations from a specific number or from all numbers at once.
Quick navigation
From the inbox you can access all related features:
- Conversations — states, filters, and management
- Sending Messages — composer and delivery status
- Media Messages — images, videos, documents
- 24-Hour Window — Meta policy and templates
- Search & Filters — search and filter conversations
- Tags — organize conversations by category
- Assignments — assign agents to conversations
- Internal Notes — private team messages
- Notifications — alerts and notification center
- Quick Replies — pre-saved messages