Inbox & Live Chat Menu

Inbox Overview

The Inbox is designed to work together with automation, not replace it.

 The Inbox shows:

• Incoming direct messages
• Replies generated by automations
• Conversation history with each user
• Contact data (tags, fields, status)

Main Sections of the Inbox

Conversations list & Filters Panel (Section 1)

It includes:

• Filters (status, tags, custom fields)
• Search bar for conversations
• The list of all contacts who have interacted with your account

From here, you can quickly locate conversations based on priority, tags, or user data.

Conversation View & Reply Panel (Section 2)

This is the main conversation area.

It shows:

• The full message history with the selected contact
• Automated and manual messages sent and received
• A reply box at the bottom to send manual messages

Contact Details & Management Panel (Section 3)

This column displays all information related to the selected contact.

Here you can:

• View and edit contact fields (internal and custom fields)
• Add or remove tags
• See follower status and other metadata
• Manually update field values or clean up contact data

This panel is used for contact management and quick manual adjustments.

Filtering Conversations

As your inbox grows, filtering becomes essential.

These filters help you:

• Prioritize urgent messages
• Find users in specific segments
• Review conversations affected by automations

Tags and Custom Fields Filters (Items 2 & 3)

Tag and Field filters allow you to narrow down conversations based on the data stored for each contact.

Using these filters, you can:

• Find contacts with specific tags (such as lead status or campaign participation)
• Filter conversations based on field values (such as score, counters, or custom attributes)
• Combine multiple tags and fields to create precise views in the Inbox

What are Tags and Fields in Elpidan
Before using the Condition Node, it is helpful to understand what tags and fields are.
Tags are simple labels used to group and segment users based on status, behavior, interests, or actions. Fields are used to store actual user data, such as name, email, phone number, score, or any other value you want to save for later use in your flows.
👉If you want to create and manage your tags, go to the Tags Menu.
👉If you want to review the available fields or create additional custom fields, go to the Custom Fields Menu

 Status filters (Item 1)

You can filter conversations by:

• Read / Unread
• Starred / unstarred
• Blocked contacts
• Contact color

Starred Contacts

The Starred Contacts filter shows contacts that have been marked with a star.

Starred contacts:

• Are visually highlighted in the Inbox
• Can be easily found and prioritized using the Starred filter
• Are typically used to mark important or high-priority conversations

Star status can be applied in two ways:

• Manually, directly from the Inbox
• Automatically, using an Action Node inside a flow

How to star or unstarred a contact using an Action Node inside a flow

• Select an Action Node
• Choose Custom Fields
• Search for the “is starred” field
• Set its value to true or false

 👉 learn more about Action Node

This makes stars useful for both:

• Manual inbox management
• Automation-driven prioritization

Common use cases:

• Highlighting users who need follow-up or after sales service

Contact Color

Contact Color allows you to visually categorize contacts using predefined colors.

Key characteristics:

• You can assign one of 5 available colors
• Colors are used only for manual organization
• Contact colors cannot be set or changed by flows
• Colors are applied and managed only from the Inbox

Typical use cases:

• Internal categorization
• Visual prioritization
• Manual review workflows
• Flagging important conversations for review
• Marking hot leads

How to assign a color to a contact

Click the three-dot menu (⋯) next to the contact, then select the color you want to assign.

 Blocked Contacts

The Blocked Contacts filter shows only contacts that you have manually blocked.

Blocked contacts:

• Do not receive automated messages
• Do not enter flows automatically
• Are excluded from all automation logic

Block status can be applied in two ways:

Block a contact manually from the Inbox

Click the three-dot menu (⋯) next to the contact, then select the Block contact

Block a contact automatically, using an Action Node inside a flow

• Select an Action Node
• Choose Custom Fields
• Search for the “is blocked” field
• Set its value to true or false

 👉 learn more about Action Node

Advanced Filter Logic (Off / Any / All)

In the Inbox, you can apply multiple filters at the same time across different filter groups, including:

• Status Filters
• Tags
• Custom Fields

Filter modes explained

Each filter group has three modes that control how the selected conditions are applied.

Off

When a filter group is set to Off:

• The selected filters in that group are ignored
• It behaves as if no filters were applied in that section

Example:
If you select "Unread" and "Starred" Blocked under Status Filters but keep the mode on Off, none of those conditions will affect the results.

Any

When a filter group is set to Any:

• A conversation is shown if at least one of the selected conditions is met

Example:
Status Filters set to Any with:

• Unread
• Starred

→ Conversations that are either unread OR starred will be displayed.

All

When a filter group is set to All:

• A conversation is shown only if all selected conditions are met at the same time

Example:
Custom Fields set to All with:

• contest_score > 10
• total_purchase_amount > 20

→ Only contacts who meet both conditions will be displayed.

Manual Messages & Running Flows from Inbox

Not every conversation should be automated.
The Inbox allows you to send messages manually at any time.

Sending manual messages

From the Inbox, you can:

• Type and send a message directly
• Attach media

Manual replies are ideal when:

• A message does not match any trigger
• The situation requires a human response
• You intentionally want to avoid automation

Running a Flow manually from the Inbox

You can manually run a flow for a user directly from the Inbox.

• Click the Run Flow icon in the conversation toolbar
• Select the desired flow from the list
• Click Run to start the flow for that user

Using Canned Messages for manual replies

To reply faster, you can use Canned Messages inside the Inbox.

How it works

1. Open a conversation in the Inbox
2. Click the Canned Messages selector
3. Choose a message from a category
4. Send it manually

This allows:

• Faster replies
• Consistent tone
• Reduced typing errors

⚠️ After selecting a message, you can customize it before sending.

👉 See more in: Canned Messages – Manual Inbox Replies

When to Use Automation vs Manual Reply

Choosing between automation and manual replies is critical for a good user experience.

Use automation when:

• The conversation follows a predictable pattern
• You need consistent responses
• Speed matters
• You want to scale interactions

Examples:

• Welcome messages
• FAQ responses
• Lead qualification
• Follow-gated flows

Contact Details & Management Panel (Section 3)

This panel allows you to view, manage, and manually update all data related to the selected contact.

It is especially useful when you need to review automation results, make manual corrections, or enrich contact data.

Viewing and editing Internal Fields

Internal Fields are predefined contact attributes provided by Elpidan.

In this panel, you can view and edit Internal Fields such as:

First name and last name
Phone number and email
Gender
Follower status
Is starred
Is blocked

How to edit an internal field:

Click on the field value
Update the value based on the field type

Viewing and editing contact tags

The Tags section shows all tags currently assigned to the contact.

These tags may have been:

Added automatically by flows
Assigned manually by an agent
Applied as part of automation logic

From this section, you can:

View all tags associated with the contact
Remove existing tags
Add new tags manually if needed

See more in: Using Tags for Segmentation

Viewing and editing user-defined custom fields

The Custom Fields section displays all user-defined fields ( User fields) that have been assigned to this contact, along with their current values.

Here you can:

View all custom fields and their stored values
Edit a field value directly
Remove a field completely by clicking the delete (×) icon
Add a new field using the “Search or create fields” input

Removing a field clears its value for this contact only and does not delete the field globally.

Adding a field here is useful when you need to manually enrich contact data without running a flow.