---
title: "Handle messages in Inbox"
locale: en
url: https://tlg.builera.app/en/docs/guides/inbox
verified: 2026-10-24
app_version: "2.0"
---

# Handle messages in Inbox

Select accounts, handle conversations, and check sending results in the shared inbox.


Use Inbox to read and reply to messages from multiple Telegram accounts in the same workspace. Always check the account and recipient before sending.

## Who can do this

**Owner**, **Manager**, and **Support** can use Inbox. Support access also depends on the accounts assigned to them. The **Viewer** role cannot read or reply to inbox messages.

## Before you start

The account must be logged in, with a machine keeping it connected. Your browser needs microphone permission if you record voice messages.

## Where to start

Open **Inbox** in the left menu.

![Inbox with the account selector, chat list, and message composer](https://tlg.builera.app/docs-media/en/inbox.webp "Inbox layout")

## Steps

1. **Select the account scope in the row above the chat list.** The conversation list changes with this selection.

2. **Select a filter tab.** Tabs include **All**, **Unread**, **Unreplied**, **Mine**, **Group**, and **Archive**; the account's Telegram folders may also appear. **Unread** and **Unreplied** are different: a message that has been read may still need a reply.

3. **Find a conversation.** Use **Search** to search by name, username, or content. To search within the open conversation, use **Search in chat**.

4. **Open a conversation.** The **Unread messages** divider shows where to continue reading. The list also shows how long the person has been waiting — a signal for prioritizing, not a message-sending schedule.

5. **Take responsibility for handling it.** Open **Assignee**, then select **Assign to me** or an appropriate team member. The **Status** menu shows the current status, such as **Open**. Assigning someone does not mean the person has received a reply.

6. **Compose the message.** Type in **Compose message**. Drafts are kept separately for each conversation. Telegram drafts from your phone or another machine also appear here; when you leave a chat after editing, the draft syncs back to Telegram.

7. **Add attachments if needed.** Use **Attach** to select photos, videos, or files. For a voice message, hold **Record voice message** to start, then send it or select **Cancel recording**. Type `/` to insert a [saved reply](https://tlg.builera.app/en/docs/guides/templates).

8. **Click Send.** The message appears immediately in the chat pane and enters the sending queue. Within the same conversation on an account, messages are sent in the order you click; an earlier message that is waiting or being reconciled holds later messages back.

9. **Handle an existing message.** Use **Reply** to preserve context, **Reactions** to react, or open **Message actions** to forward, edit, or delete when permitted.

> [!WARNING]
> Deleting a message may also delete it for the recipient on Telegram. Read the deletion scope in the confirmation dialog before proceeding.

10. **Open the person's information.** The right pane shows the account, assignee, stage, tags, and notes. Use **Pin to top** to keep the chat easy to find; select **Unpin** when finished.

## Result

Sent messages and replies appear in the same conversation history. Other team members can see who is handling the conversation and continue with the right context.

## Check

| Display | Meaning |
|---|---|
| **Sending** | No final sending result yet |
| **Sent** | Telegram has accepted the message |
| **Seen** | The recipient has read it |
| **Couldn't send yet** | An error occurred; check the reason before retrying |
| **Rechecking** | The result is unclear and is being reconciled with Telegram |
| **Waiting: …** | The job is held for a specific reason |

## If something goes wrong

The **Account disconnected — messages will send when it reconnects** banner does not mean the message has reached the person. Do not send an identical copy just because you have not seen a result.

When the result is unclear, wait for reconciliation instead of resending. See [Unverified sends](https://tlg.builera.app/en/docs/troubleshooting/unverified-send).

## Do it with the API or MCP

Use [messages.send](https://tlg.builera.app/en/docs/reference/rest/messages.send), corresponding to the MCP tool `messages_send`. Permissions and safety checks still apply; see the [MCP reference](https://tlg.builera.app/en/docs/reference/mcp) and the [handle Inbox](https://tlg.builera.app/en/docs/agent-playbooks/handle-inbox) playbook.