--- title: "Manage Chat inbox in Kommo" slug: "manage-chat-inbox-in-kommo" description: "Learn how to manage chat inboxes to communicate with your clients and teammates in Kommo." tags: ["Chat Inbox", "Client Conversations", "Message Management"] updated: 2026-07-09T11:42:53Z published: 2026-07-09T11:42:53Z canonical: "support.kommo.com/manage-chat-inbox-in-kommo" --- > ## Documentation Index > Fetch the complete documentation index at: https://support.kommo.com/llms.txt > Use this file to discover all available pages before exploring further. # Manage Chat inbox in Kommo # > [!NOTE] > **What you’ll need:** > > - Any Kommo plan (Base, Advanced, Pro, Enterprise, or 14-day trial) > - Admin access in Kommo > > **Keep in mind:** > > - Only one account per channel (Facebook, Instagram, WhatsApp, etc.) can be connected to Kommo > - To use Kommo Copilot, AI rewriter and AI reply suggestions, you first need to enable them Chat inbox brings client conversations from connected channels – such as WhatsApp, Facebook, Instagram, or TikTok – into Kommo. Use it to reply to messages, review conversation history, access lead details, and manage follow-ups from one place. This step-by-step guide shows how to manage client conversations in the Chat inbox. ## Respond to a message When a new message arrives, a red badge appears on the Communication section to notify you. Each conversation is assigned a number automatically, and messages are displayed in chronological order by default. > [!WARNING] > **Tip**: You can mute notifications if needed. **To respond to a message:** 1. Go to **Communication → Chat inbox** and open the message. The full communication history is available in the activity feed. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-chat-inbox-in-kommo-image-1vzwc7bh.png) 2. Type your reply in the chat box. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-chat-inbox-in-kommo-image-hwjfi82t.png) 3. Optionally, record a voice message, add an emoji or GIF, attach a file, or view the shortcuts list. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-chat-inbox-in-kommo-image-6u4w4mkf.png) 4. Optionally, use **AI rewriter** to improve your reply. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-chat-inbox-in-kommo-image-sgsg1pby.png) 5. Click **Send**. > [!NOTE] > **Note**: [AI rewriter](https://kommo.document360.io/docs/ai-rewriter) and [AI reply suggestions](https://kommo.document360.io/docs/work-with-ai-suggestions) are available only after enabling them in Settings → AI settings. Once enabled, the AI icon will appear in the chat box, replacing the shortcuts icon. > [!WARNING] > **Tip:** To work faster, drag and drop files directly into the chat to attach them. You can also send a message by pressing **Ctrl** + **Enter** on Windows or **Command** + **Enter** on Mac. ## Add a reaction You can react to a message without sending a reply — so the client knows their message was seen. 1. Go to **Communication → Chat inbox** and open the conversation. 2. Hover over the message and select a reaction from the menu that appears. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-chat-inbox-in-kommo-image-1ox80dmb.png) > [!NOTE] > **Note:** Available reactions may vary depending on the channel. ## Use a summary Before replying, you can get a quick overview of the context using two AI tools: [**Conversation Summary**](/resources/docs/conversation-summary) — summarizes the current chat, and [**Copilot lead summary**](/resources/docs/copilot-ai-use) — gives you a broader overview of the full lead. This helps you understand the situation and respond without reading through the entire history. To summarize a conversation: 1. Go to **Communication → Chat inbox** and open the conversation. 2. Click **Summarize**. The summary will appear in the activity feed. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-chat-inbox-in-kommo-image-hqsi9u7h.png) To summarize the lead: 1. Go to **Communication → Chat inbox** and open the conversation. 2. Click the **Copilot** icon and select **Lead summary**. The summary will appear in the Copilot panel. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-chat-inbox-in-kommo-image-cn2xdbjy.png) ## Add an activity You can [send an email](/resources/docs/manage-emails-in-kommo), add a note, or [create a task](/resources/docs/create-assign-tasks) directly from the chat — without leaving the conversation. 1. Go to **Communication → Chat inbox** and open the conversation. 2. Click **Chat** (the default option) and select another option. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-chat-inbox-in-kommo-image-6qld92hu.png) 3. Fill in the details and save. ## Tag a teammate You can tag a teammate directly from the chat to get their attention or ask for help. The client won't see this message — your teammate will receive it in their [Team chat](/resources/docs/manage-team-chat) inbox. 1. Go to **Communication → Chat inbox** and open the conversation. 2. Click the client's name and select your teammate's name from the list. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-chat-inbox-in-kommo-image-daoe7mty.png) 3. Write your message and click **Send**. ## Accept incoming leads If you enable the [**Incoming leads**](/resources/docs/pipelines-overview) pipeline stage, Kommo will hold messages from new clients for your review. You can then manage them manually: accept them if they’re relevant, decline them if they’re spam, or link them to an existing contact. Once you accept a lead, it moves to the next pipeline stage. To accept a lead: 1. Go to **Communication → Chat inbox** and open the chat. 2. Click **Accept**. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-chat-inbox-in-kommo-image-dns079ci.png) 3. Edit details - all the changes will be saved automatically. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-chat-inbox-in-kommo-image-grnix7g3.png) You can also **Decline** the message if it's not a valid lead, or click **Link** to connect it to an existing lead. ## Search and filter conversations You can use the search and filter bar at the top of the Chat inbox to find conversations by keyword or narrow them down using preset filters or your own criteria. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-chat-inbox-in-kommo-image-uzyiohxj.png) **To search conversations:** 1. Go to **Communication → Chat inbox**. 2. Type a keyword in the search field and press **Enter**. 3. Click **X** to reset. **To filter conversations:** 1. Go to **Communication → Chat inbox**. 2. Click **Open conversations**, select your filter criteria, and click **Apply.** 3. Click **X** to reset. ## Related - [Use Kommo Copilot to manage lead information](/copilot-ai-use.md) - [Kommo Chat inbox overview](/chat-inbox-overview.md)