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Overview

Kinbox Conversations is your central hub for managing all customer communications across multiple channels including WhatsApp, Instagram, Facebook, Telegram, SMS, and Email. The unified inbox ensures no message goes unanswered and your team can deliver consistent, high-quality support.
Conversations automatically sync across all channels, giving you a complete view of every customer interaction.

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Key Features

Multi-Channel Support

Connect WhatsApp (Official & Lite), Instagram Direct, Facebook Messenger, Telegram, SMS, and Email channels

Unified Inbox

Manage all conversations from a single interface with smart filtering and organization

Real-Time Collaboration

See who’s viewing conversations, typing indicators, and team presence status

Rich Media Support

Send and receive images, videos, documents, audio messages, and WhatsApp catalogs

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Conversation Management

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Opening and Assigning Conversations

Conversations can be automatically assigned to agents based on:
  • Round-robin distribution among online agents
  • Last agent who served the contact
  • Specific groups or teams
  • Custom assignment rules
Configure automatic conversation distribution:
{
  "assignment_type": "round_robin",
  "group_id": "support_team",
  "balance_load": true,
  "only_online_agents": true
}

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Conversation Timeline

The timeline view provides complete visibility into customer interactions:
  • Messages: All sent and received messages with timestamps
  • Sessions: Track when conversations started and ended
  • Notes: Internal team notes and mentions
  • Tags: Applied tags and their history
  • Events: System events like assignments, closures, and automations
  • Integrations: CRM updates, bot actions, and external events
  • View complete conversation history
  • Filter by message type, agent, or date
  • Resume AI-powered session summaries
  • Track advertising source (Google Ads, Meta Ads)
  • See audio transcriptions
  • Monitor bot interactions

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Advanced Capabilities

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Smart Features

Quick Replies

Create and use pre-saved message templates for faster responses

AI Assistant (Kin)

Get AI-powered response suggestions based on conversation context

Audio Transcription

Automatically transcribe voice messages for easy reference

Contact Merging

Merge duplicate contacts directly from conversations

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Bulk Actions

Perform actions on multiple conversations simultaneously:
  • Apply or remove tags
  • Assign to agents or groups
  • Close conversations
  • Export conversation data

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WhatsApp Features

  • Send template messages for first contact
  • 24-hour messaging window
  • Message status tracking (sent, delivered, read)
  • Catalog support
  • Channel health monitoring

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Productivity Tools

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Real-Time Indicators

  • Who’s Viewing: See which team members are currently viewing a conversation
  • Typing Indicators: Know when customers or agents are typing
  • Recording Status: See when audio messages are being recorded
  • Online Status: View agent availability in real-time
You can configure permissions to hide your presence or prevent seeing who’s viewing conversations.

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Customer Privacy

  • Private Contacts: Hide phone numbers from agents without specific permissions
  • Delayed Identification: Agent sees customer name/photo only after accepting the conversation
  • Custom Permissions: Control what information each agent can access

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Integration with Other Features

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Linked Resources

Conversations integrate seamlessly with:
Associate conversations with deals to track sales pipeline progress. View deal status directly in the conversation sidebar.
Access complete contact profiles including custom fields, tags, previous conversations, and interaction history.
Trigger automated workflows based on conversation events, and hand off smoothly between bots and human agents.
Create follow-up tasks directly from conversations with reminders and assignments.

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API Integration

Manage conversations programmatically with the Kinbox API:

List Conversations

Retrieve all conversations with filtering options

Get Conversation

Fetch details of a specific conversation

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Best Practices

1

Configure Auto-Assignment

Set up intelligent assignment rules to distribute conversations fairly among your team
2

Use Quick Replies

Create templates for common responses to reduce response time
3

Enable Tags

Tag conversations by topic, priority, or status for better organization
4

Monitor Metrics

Track response times, resolution rates, and agent performance
5

Train with Bots

Use automation to handle routine inquiries and route complex issues to agents
Pro Tip: Enable the AI Assistant (Kin) to get intelligent response suggestions that learn from your best interactions.

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