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Inbox basics

Reply, assign, archive, label, and use quick replies across connected channels.
7 min readUpdated Oct 17, 2026Beginner

What you can do

  • Reply to conversations from Instagram, Messenger, WhatsApp, Telegram, Viber and your website chat
  • Assign threads to teammates and use auto-assign where configured
  • Apply workspace labels and filter unlabeled threads
  • Archive conversations when they are done
  • Insert saved replies shared by your workspace, filled in for the contact (name, your name, workspace name), then edit and send them yourself
  • Use AI suggest-reply on plans with AI enabled and a configured key

Where to go

Open Dashboard → Inbox. Team assignment requires members invited under Dashboard → Team. Quick replies and related inbox preferences live under Settings.

Voice messages are transcribed

When a contact sends a voice message on Instagram, Messenger or Telegram, ChatinFlow turns it into text automatically. The text appears with the voice message in the Inbox, and your automations read it like a typed message: a keyword reply or an automation that answers every message answers a voice note too, and a flow that is waiting for the contact's answer continues with the words they said.

  • It runs on our own servers in Finland with a speech model we host. No API key is needed and the audio is not sent to an AI provider.
  • It is included on every plan, Free too.
  • The first 3 minutes of each voice message are transcribed, for files up to 25 MB (20 MB on Telegram).
  • Silence and background noise are not turned into words: when no speech is found, the message stays a voice message.
  • Each workspace can have up to 120 voice messages transcribed automatically per hour. After that, voice messages arrive as they are, without text.

The Transcribe button

In the Inbox you can also ask for the transcript of a single voice message. The button uses our own service first. Only if that service is unavailable and your workspace has an OpenAI key connected is that one message transcribed by OpenAI with your key. The button needs a plan with AI features (Starter and above).

Privacy

The transcript is stored with the message and deleted with it. The Privacy Policy describes which AI features run on our servers.

Incoming message filter

Every incoming message is also checked against a profanity list, which includes a few scam phrases such as "wire transfer". A message that matches is stored as blocked, starts no automation, and the contact gets a short automatic notice. Spam patterns, links, phone numbers and email addresses in messages are only flagged: the message still arrives in your Inbox.

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