What is an inbox?
In Konversio, an inbox is the connection point between a communication channel and your workspace. Every conversation your team handles comes in through an inbox.
The core concept
Think of an inbox as a named pipeline. You create one inbox per channel connection — for example:
- One inbox for your website live chat widget
- One inbox for support@yourdomain.com
- One inbox for your WhatsApp Business number
- One inbox for your Telegram bot
Each inbox has its own configuration, its own set of assigned agents, and its own conversation queue. Conversations from different channels stay separate unless you deliberately route them together via teams or automation.
What an inbox is not
An inbox is not the same as an email folder or a generic "inbox" in the everyday sense. It is specifically a configured integration. You cannot receive messages through an inbox that hasn't been set up with valid credentials or embed code — the inbox is the configuration that makes the channel work.
Supported channel types
Konversio supports several channel types for inboxes:
- Website — embeddable live chat widget for web pages
- Email — inbound and outbound via SMTP/IMAP
- WhatsApp — via the WhatsApp Business API (Meta)
- Telegram — via a Telegram bot token
- API — a generic channel for custom integrations
- Facebook, Instagram, Line, SMS (Twilio/Bandwidth) — also available depending on your setup
Agents and teams
Each inbox can have agents assigned to it directly. Only agents assigned to an inbox (or administrators) can see and respond to conversations in that inbox.
You can also assign a team to an inbox. Teams are groups of agents — useful when you want a shared pool handling a particular channel without listing individuals each time.
An agent can be assigned to multiple inboxes. An inbox can have multiple agents. There is no fixed limit.
Multiple inboxes
You can create as many inboxes as you need. Common reasons to run multiple inboxes of the same channel type:
- Separate inboxes for different brands or products sharing one Konversio instance
- Different email addresses routed to different teams (sales@, support@, billing@)
- Multiple websites with separate chat widgets, each with its own branding
Managing inboxes
Inboxes are created and configured under Settings → Inboxes. Each inbox has its own settings page where you can update its name, credentials, assigned agents, and automation rules after creation.
Deleting an inbox does not delete the conversations that came through it — those remain in the system and are accessible to administrators.