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NexaModus Inbox

Whoever answers needs to know who they're talking to.

A three-column inbox: the conversation list, the conversation, and the CRM context of the person on the other end. No second tab, no asking the customer to repeat what they already answered.

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Capabilities

What the module does

Every item below describes behavior defined in the product plan — not a wish list from a sales page.

  1. Three columns: list, conversation and context

    Conversations on the left, thread in the middle, contact data on the right — tags, open opportunity, latest bookings. Replying stops being guesswork.

  2. Conversation and message as the real record

    The conversation stores channel, status (open, pending, snoozed, resolved), owner, priority and tags. The message stores direction, channel, content, provider reference and delivery status when the channel reports it.

  3. Identity resolved across channels

    Phone, WhatsApp, Instagram, Facebook and email can all point to the same person. An exact match merges automatically; a low-confidence one never does — merging two people by mistake is worse than having two records.

  4. Assignment, saved replies and handoff to a human

    A conversation can be assigned to a person, a team or the AI, with saved replies by shortcut. When confidence drops or the action is sensitive, it goes back to a real person.

  5. Webhook input taken seriously

    Signature validation, event logging, deduplication and worker processing. A repeated event doesn't become a repeated message, and an out-of-order event doesn't scramble the conversation.

On screen

How it looks to whoever's operating it

Three columns: the list, the conversation and the CRM context. On smaller screens, the conversation takes priority.

Inbox · conversation, thread and CRM contextDemo data

Marina Alcântara

Open

Hi! I saw the workbench ad. Can I see it this afternoon?

AI · Sales assistant

Yes, I can, Marina. I have 15h30 and 16h45 with Diego at the Marginal store. Which works better for you?

search_slotsget_contact2 read-only tools, tenant validated

15h30 works great.

Booking created · today 15h30 · Diego Sampaio

Write a reply or use a saved shortcut…Send

Channels

Which channels, and in what state

This table exists because channels are where an institutional site usually exaggerates. Here it states the real status.

  • WhatsApp

    In progress

    Official integration. Being rolled out.

  • Instagram

    In progress

    Official Meta integration. Being rolled out.

  • Facebook

    In progress

    Official Meta integration. Being rolled out.

What happens before the credential exists

The channel adapter runs in demo mode, marked as such in the support interface itself. The domain, the queue and the interface are the same — what changes is the message's origin, and it isn't hidden from anyone.

Model

What gets stored

Conversation and message are real records, not a cache of the provider. That's why the history keeps existing when the API on the other end changes.

Conversation
Customer, contact, channel, status, owner, priority and tags. Status ranges from open to pending, snoozed and resolved.
Message
Direction, channel, content, attachments, provider reference and delivery status when the channel reports it — queued, sent, delivered, read or failed.
Identity
Phone, WhatsApp, Instagram, Facebook and email can all point to the same person. An exact match merges automatically; a low-confidence one requires an approved policy.
Saved reply
Reusable snippet with a shortcut and variables, for what the team answers every day.

Input

The path of a message that arrives

A webhook isn't an endpoint that writes straight to the database. Each step exists because the next one can't blindly trust the one before it.

  1. HTTP webhook
  2. Signature validated
  3. Event logged
  4. Deduplication
  5. Worker
  6. Normalization
  7. Customer resolved
  8. Business effect

An invalid signature stops at the door. A repeated event is discarded at deduplication, and doesn't become a duplicate message in the conversation. An out-of-order event is tolerated: the provider's timestamp rules, not the arrival order.

Integration

How it connects with the other modules

This is the part that separates a platform from a bundle of tools sold together. None of the connections below go through an export or an intermediate integration.

This module's state, with no polish

The channels are WhatsApp, Instagram and Facebook through Meta's official integration, and are being rolled out. Without an authorized credential, the channel runs through a demo adapter marked as such in the interface — NexaModus doesn't call something connected when it isn't.

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