# Inbox

EARLY ACCESS  
Important  
Inbox is available as an Early Access feature. To get access or learn more, contact your dedicated account manager or [Support](mailto:support@infobip.com).

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**Inbox** is the human intelligence layer within **AgentOS** where human agents manage 1:1 customer communication. All customer conversations converge in Inbox regardless of their origin: journeys, chatbots, agentic AI, or direct customer contact.

New to Inbox?  
Follow our [step-by-step guide](https://www.infobip.com/docs/inbox/get-started-with-inbox) to set up your account, configure channels, and start managing conversations.

Looking for specific documentation?  
Go directly to [Inbox conversations](https://www.infobip.com/docs/inbox/inbox-conversations), [Inbox settings](https://www.infobip.com/docs/inbox/inbox-settings), [Calls](https://www.infobip.com/docs/inbox/calls-in-inbox), or [Messaging channels](https://www.infobip.com/docs/inbox/messaging-channels).

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## Explore Inbox

### Inbox conversations

Manage customer interactions, respond to messages, use productivity tools, and track conversation history.

### Inbox settings

Configure working hours, agent statuses, queues, routing rules, channels, and integrations.

### Calls in Inbox

Handle audio and video calls, WebRTC, phone calls, and business calling through WhatsApp and Viber.

### Messaging channels

Enable bidirectional communication across chat apps, email, social media, and Open Channel.

### Inbox mobile app

Manage customer interactions on the go with the Inbox mobile app for smartphones.

### Inbox over API

Build custom solutions using the Inbox API for messaging, conversation management, and automation.

### Reports

Access detailed reports about conversations, queues, agents, channels, and customer satisfaction.

### Policies

Understand data retention policies, compliance requirements, and conversation archiving.

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## Key capabilities

### Automation handoffs

Conversations transfer from automation to human agents with full context preservation Agents can seamlessly take over from chatbots journeys or AI agents whenever human expertise is needed

### Inbox copilot

AI assistant that provides contextaware suggested responses retrieves knowledge from documentation in real time and learns from human agent actions

### Omnichannel conversations

Manage conversations across channels including WhatsApp SMS Email Live Chat Voice and social media within a unified interface

### Conversation management

Queues routing agent assignment resolution handling and conversation history tracking across all platform touchpoints

### Quality assurance

AIpowered analysis of conversation content Identifies automation breakdowns and generates training data to improve AI and bot performance

### Analytics

Realtime monitoring of agent performance workload occupancy and engagement rates Automated sentiment analysis and quality metrics tracking

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## AgentOS integration

Receive conversations from Journeys and Chatbots with complete context for seamless human agent handoff

Seamless handoff between AI agents and human agents AIassisted responses through [Inbox copilot](https://www.infobip.com/docs/inbox/inbox-settings/productivity#inbox-copilot-inbox-ai)

Send targeted messages to large audiences through omnichannel campaigns with advanced segmentation and personalization

Access customer profiles and complete interaction history Use customer data for personalized responses

Monitor inbox performance with live analytics predefined dashboards and custom reports

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## Available channels

[WhatsApp](https://www.infobip.com/docs/whatsapp)  
[SMS](https://www.infobip.com/docs/sms)  
[Email](https://www.infobip.com/docs/email)  
[Live Chat](https://www.infobip.com/docs/live-chat)  
[Messenger](https://www.infobip.com/docs/facebook-messenger)  
[Instagram](https://www.infobip.com/docs/instagram)  
[Viber](https://www.infobip.com/docs/viber)  
[Telegram](https://www.infobip.com/docs/telegram)  
[RCS](https://www.infobip.com/docs/rcs)  
[LINE](https://www.infobip.com/docs/line)  
[KakaoTalk](https://www.infobip.com/docs/kakaotalk)  
[Apple Messages](https://www.infobip.com/docs/apple-messages-for-business)  
[Voice and Video](https://www.infobip.com/docs/voice-and-video)  
[Open Channel](https://www.infobip.com/docs/inbox/messaging-channels/open-channel)  
[Facebook Posts](https://www.infobip.com/docs/social-media/facebook-posts)  
[Instagram Posts](https://www.infobip.com/docs/instagram/posts)

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## Additional resources

Explore more tools and documentation to help you get the most out of Inbox.

### Essentials

Browse foundational guides for creating an account managing users setting up APIs and ensuring connectivity in the [Essentials hub](https://www.infobip.com/docs/essentials)

### Support center

Browse troubleshooting guides and frequently asked questions in the [Support center](https://support.infobip.com/library)

### Use case library

Explore realworld examples in our [Use case library](https://www.infobip.com/use-cases) to inspire your implementation

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Ready to get started?

Set up your Inbox environment and start managing customer conversations across all your channels

[Get started](/signup)