Magnate

Conversations

The Inbox is your centralized hub for communicating with leads across Email, SMS, WhatsApp, and your Web Widget. It threads all interactions from a single lead into one continuous timeline, preventing you from having to switch between different tabs and phones.

The AI Agent Pipeline

Behind the scenes, every single incoming message hits a unified AI pipeline. Before the AI even drafts a response, the system performs several strict checks to protect your business:

  1. Cadence Pausing: The system immediately pauses any active outbound Cadences for that lead so they don't receive awkward automated follow-ups while chatting.
  2. Opt-Out Detection: It instantly scans for keywords like "STOP" or "UNSUBSCRIBE" and halts outreach if detected, automatically replying with compliance messages.
  3. Safety Moderation: It passes the message through a moderation engine to filter out inappropriate language or prompt-injection attacks.

AI Management & Escalation

By default, every new conversation starts with AI Auto-Pilot, provided you have enabled "AI Auto-Replies" in that specific channel's integration settings. The AI Agent will read the lead's profile, review the conversation memory (summary of previous chats), and formulate a response based on your Knowledge Base.

Turn Limits & Escalation

To prevent the AI from spinning in circles, the system tracks how many back-and-forth turns the AI has taken with the lead. If the AI reaches the turn limit (default 8 turns) without converting or qualifying the lead, the system automatically:

  • Changes the conversation status to Escalated.
  • Sends a handover message to the lead (e.g., "I'll have our team continue this conversation with you directly").
  • Notifies your human sales team to take over.

Manual Takeover & Handback

If you are monitoring the Inbox and notice a lead asking a complex question or showing high buying intent, you don't have to wait for an escalation. You can click the Takeover button at any time. This instantly mutes the AI for that specific lead, allowing you to reply manually. Once you are done, you can click Handback to AI to let the assistant resume nurturing.

Proactive Manual Outreach

While the Inbox is great for responding to inbound queries, it is also your hub for proactive, manual outreach.

If you are browsing your pipeline and decide you want to personally message a specific lead, simply open their Lead Details page and click the Outreach button. This will instantly route you into the Unified Inbox with that lead's context pre-loaded, allowing you to seamlessly type and send an SMS, Email, or WhatsApp message directly to them.

WhatsApp Templates

To initiate a brand new conversation with a lead on WhatsApp (or if 24 hours have passed since their last message to you), Meta requires you to use an approved WhatsApp Template.

  1. Creation: Go to Settings > WhatsApp to draft a new template message.
  2. Approval: Click Submit to Meta. Approval usually takes a few hours.
  3. Usage: Once approved, you can select the template directly from the Inbox dropdown to send out to your leads, or use it as an automated step in a Cadence.