Inbox is a Qontak Omnichannel feature where customer service will serve all user complaints in the form of chats that enter the Inbox.
To reply to a message to an incoming chat, then do the following steps.
Open your Omnichannel Account.
To open an Omnichannel message or view message details you can click the Inbox Menu.
Open a message, then reply according to what was asked.
Messages that can be replied to are only those with Unassigned and Assigned statuses.