Use the AI panel in your Inbox

The All mail, WhatsApp, Messenger and Instagram tabs under Inbox each have an AI panel above the list, once that channel is connected. The panel shows what’s waiting for you, offers a few quick actions, and lists what Mesy AI prepared for you to approve. Mesy AI is the AI you chat with in Mesy.

Messenger and Instagram only appear if your business has the Social channels add-on. An add-on is an extra part of Mesy your business can turn on. The Assistant panel inside an open chat is a different panel. It suggests replies. See Get reply suggestions in customer chats.

Open the panel

When something is waiting for you, an amber line shows along the top edge of the tab’s header. A dot also appears on the button that opens the panel.

1. In Inbox, click All mail.
2. Click Mesy Mail at the top of the list. The panel opens above the list, headed Mesy AI · Mail.

On the other tabs, click Mesy WhatsApp, Mesy Messenger or Mesy Instagram instead. On any tab, you can also scroll up when you’re at the top of the list. In All mail, pressing A opens it too.

To close the panel, click Close (the X), press Esc, or click the button you opened it with again.

See what’s waiting for you

The top of the panel lists what’s waiting for you, most urgent first. Click a row to act on it:

• A row such as 3 staged opens Approvals, the page that lists everything waiting for you. “Staged” means Mesy AI prepared something and is waiting for your OK.
• In All mail, a row such as 12 unread shows only your unread mail. The panel closes.
• On WhatsApp, Messenger and Instagram, a row such as 2 unread opens the first unread conversation. The panel closes.

Use the quick actions

In All mail, the panel has up to three buttons:

• Draft opens a new, blank email. See Write and send email.
• Add to CRM shows when the email you have open isn’t on any record yet. A record is one entry in Mesy, such as one customer or one deal.
• Ask Mesy opens Mesy AI on the right, with the email attached. Mesy AI then suggests what to do next with it. The button is greyed out until you open an email.

Add to CRM prepares a confirm card for a new contact from the sender. A confirm card is a box Mesy shows before it changes anything. The card goes on the panel’s list. See Add a new sender as a contact.

On WhatsApp, Messenger and Instagram, the panel has one button, Add to CRM. It’s greyed out until you open a conversation. It disappears once the chat is on a record. Clicking it adds a new contact card to the panel’s list for you to check.

Approve or skip what Mesy prepared

Below the buttons, the panel lists each item Mesy prepared in this tab that’s waiting for you. What you can do with an item depends on where it came from:

• A new contact from an email shows Skip and Approve. It’s either one you asked for with Add to CRM, or one Mesy suggests after you email someone who isn’t in Mesy yet. Mesy only makes those suggestions when your admin has set Email linking to Suggest. See Add an email to the CRM.
• If that contact is missing a required field (one piece of information, such as a name), the button reads Review instead of Approve. Click it to fill the field in.
• A new contact from a WhatsApp, Messenger or Instagram chat opens when you click it. Check the details, then click Confirm 1 change or Discard. To remove it without opening it, click the X next to it.
• An email Mesy AI wrote while you were chatting with it shows Review in chat. Click it to open that chat, where you can change or send the email. To remove it from the list, click the X next to it.
• An email written by a workflow (a rule that does routine work for you), or by Mesy on Telegram or Mesy on WhatsApp, opens right in the panel when you click it. Review it and send it there.

You also see a waiting contact card under the email itself, in a box headed Needs you on this thread.

For more on confirm cards, see Review, approve and undo AI actions.

Mesy’s suggestions to put an email on a record you already have don’t show in this panel. They show on the email itself. See Add an email to the CRM.

Look back at what you decided

Under the list, click History to see the items you’ve dealt with in this tab. Each shows Approved, or Closed without executing if it was skipped, dismissed or replaced by a newer one. If the mailbox an item came from was later disconnected, the item shows “Skipped” and says the source mailbox was disconnected.

Click Load more to see older items. View in Activity opens them on your My Activity page. Managers and admins see it as Activity & Audit.

If something doesn’t work

• If Mesy says “That message is from your own address”, you clicked Add to CRM on an email you sent. Open an email from the other person instead.
• On email from a shared mailbox (an inbox your whole team reads), Add to CRM doesn’t show and Ask Mesy stays greyed out.
• Clicking Add to CRM again while its card is still waiting gives you the same card. Mesy doesn’t make a second one.