Make your next
step a simple one.
Set up your workspace, connect a channel or help your team find its flow. Start with a question.
64 guides
Create your workspace
Create an account, name your workspace and prepare your first channel.
Read the guide Getting startedInstall the chat widget on your site
Choose the supported plugin, store-app or embed setup for your website.
Read the guide Getting startedInvite your team and set roles
Invite teammates with the roles and visibility their work needs.
Read the guide Getting startedHandle your first conversation
Receive a website chat, reply from Inbox, and close it when the customer is helped.
Read the guide Getting startedSet business hours
Create reusable schedules and choose where they apply.
Read the guide Getting startedMigrate from Intercom
Preview supported Intercom records, map your team and review the import before switching traffic.
Read the guide InboxKeyboard controls in Inbox
Use the shortcuts supported by the chat and ticket composers.
Read the guide InboxCreate and use saved replies
Save reusable chat text for yourself or your workspace.
Read the guide InboxSaved replies, routing and AI tasks
Choose the right tool for a repeated support action.
Read the guide InboxRoute conversations to your team
Configure the destination and assignment strategy for incoming work.
Read the guide InboxTag conversations
Use consistent labels to organize customer requests.
Read the guide InboxFilter Inbox and save report views
Focus the Inbox and bookmark report filters for later.
Read the guide Chat widgetCustomize your chat widget
Set the widget appearance and preview the visitor experience.
Read the guide Chat widgetConfigure the pre-chat form
Collect useful details before a visitor starts a chat.
Read the guide Chat widgetRecognize returning visitors
Understand browser continuity and the limits of widget identification.
Read the guide Chat widgetThe widget is not loading
Check installation, connection and visibility settings.
Read the guide Chat widgetUse the widget with Content Security Policy
Allow the widget resources your site actually loads.
Read the guide TicketsTurn support email into tickets
Connect a mailbox or forward support mail into the unified Inbox.
Read the guide TicketsSet response expectations for your team
Use business hours and reports while formal SLA automation is unavailable.
Read the guide TicketsPrioritize ticket follow-ups
Keep urgent requests visible and assigned to the right teammate.
Read the guide TicketsHandle requests outside business hours
Set the chat offline experience and phone fallback separately.
Read the guide TicketsFind chats, tickets and calls in one Inbox
Work across connected channels without opening a separate support queue for each.
Read the guide PhonesBuy or port a phone number
Search available numbers or submit a port request.
Read the guide PhonesRoute inbound calls
Choose who answers and what happens when no one is available.
Read the guide PhonesSet up and review voicemail
Configure greetings and find recorded messages.
Read the guide PhonesCall recording
Review recording settings, access and your business requirements before enabling recording.
Read the guide PhonesConfigure call transcription
Choose off, live or post-call transcription and verify the result.
Read the guide AIConfigure Message AI for support
Build knowledge, choose reply behavior and test before enabling customer replies.
Read the guide AIChoose knowledge sources for Message AI
Give AI approved business information and controlled access to connected data.
Read the guide AIControl when AI hands off
Choose how Message AI involves a teammate.
Read the guide AIOverride an AI reply
Correct an answer, review its source and hand the conversation to a person when needed.
Read the guide AIUse AI while callers wait
Understand Smart Hold and AI Receptionist before choosing a call route.
Read the guide Knowledge baseBuild knowledge from a website or interview
Generate draft answers, review them, then publish approved knowledge.
Read the guide Knowledge baseEdit and publish a knowledge article
Save a working draft without immediately replacing the live answer.
Read the guide Knowledge basePublish your help center and custom domain
Use your workspace address or connect a branded help subdomain.
Read the guide Knowledge baseFind answers and review knowledge suggestions
Search published help content and improve knowledge from support conversations.
Read the guide Knowledge baseSupport customers in different languages
Review translated answers and maintain language-specific knowledge carefully.
Read the guide IntegrationsInstall an integration
Connect a supported provider and test the specific workflow you need.
Read the guide IntegrationsShopify data mapping
Understand public store knowledge and verified order lookup.
Read the guide IntegrationsVerify outgoing webhook signatures
Authenticate Message webhook requests before processing them.
Read the guide IntegrationsWebhook retries and duplicate events
Handle delayed or repeated webhook delivery safely.
Read the guide IntegrationsShopify integration troubleshooting
Check installation, source selection and order-verification behavior.
Read the guide BillingPlans and what is included
Compare Inbox products, included support agents and separately billed services.
Read the guide BillingUpgrade, downgrade, or cancel
Review a plan change and its effective date before confirming.
Read the guide BillingFind your invoices
Review invoices and use the billing provider that manages your subscription.
Read the guide BillingUpdate your payment method
Open the secure billing portal from your workspace.
Read the guide BillingUnderstand add-ons and usage charges
Separate your subscription, AI agents and metered services.
Read the guide Team managementCreate departments and assign work
Group teammates by the support work they handle.
Read the guide Team managementSAML SSO setup
Confirm identity-provider support and account requirements before planning SSO.
Read the guide Team managementManage agent access
Use roles, departments and channel access to control who can do what.
Read the guide Team managementWorkspace audit records
Understand the audit API and its scope.
Read the guide ReportsFind the right support report
Review chats, tickets, calls, agents and AI with the same date range.
Read the guide ReportsSave a filtered report
Bookmark existing reports with the filters your team needs.
Read the guide ReportsExport conversations as CSV
Download conversation rows from the selected report period.
Read the guide Mobile appUse Message on mobile
Use Message in your phone browser and check available app installation options.
Read the guide Mobile appSet up notifications on your device
Check application preferences and operating-system permission.
Read the guide Mobile appAnswer phone calls from your mobile
Check device support, permissions and call behavior before relying on mobile calling.
Read the guide TroubleshootingTroubleshoot a missed notification
Check permission, routing and muted conversations before retrying.
Read the guide TroubleshootingCheck service status
See the monitored systems and report a problem with useful details.
Read the guide TroubleshootingTroubleshoot an incorrect AI answer
Check published knowledge, connected sources and the conversation’s AI state.
Read the guide TroubleshootingFind a missing call transcript or summary
Check the recorded call and processing result before expecting an AI summary.
Read the guide SettingsSet workspace, widget and help-center branding
Update the right surface without assuming every product shares one setting.
Read the guide SettingsConfigure outgoing webhooks
Choose the product’s supported events and register a secure receiver.
Read the guide SettingsAPI keys
Choose the right credential for the API or product you are connecting.
Read the guideBuilding something
with Message?
Find API endpoints, widget configuration and integration guides in the developer documentation.
Open developer docs →