Using the Team Inbox

The Team Inbox is where agents work. Each WhatsApp number in your workspace has one shared inbox, so several agents can answer customers on the same number at the same time.

The chat list

Conversations are grouped into three tabs:

Chats with unread messages are highlighted. Use the search box to find a customer by name or phone number, and Online now to see which teammates are connected.

Picking up a chat

Open a chat in New Customers and send a reply. The chat is assigned to you and moves to My Customers, and the conversation records the change.

You can also take over a chat that belongs to a teammate or to the AI: open it from Assigned to others and reply. See Chat assignment & the 24-hour window.

Replying

Type in the message box and press Send. You can also:

• Attach files — images, videos and documents. You can attach several at once.
• Insert emoji from the emoji picker.
• Use saved replies — see below.

New messages appear live, without refreshing. Images, videos, documents and voice notes sent by customers open right in the chat.

Saved replies

Saved replies are your own reusable messages.

1. Click the saved replies button, or type / in the message box.
2. Click + New, give the reply a title (for example Greeting) and write the text, then Save.
3. To use one, pick it from the list. It’s inserted into the message box, so you can edit it before sending.

Two placeholders are filled in when you insert a reply:

• {customer_name} — the customer’s name
• {agent_name} — your name

Each agent has their own list, and it’s also available in the mobile app.

Closed chats

WhatsApp only allows replies within 24 hours of the customer’s last message. Once that window has passed, the message box is replaced by a notice and a Re-initiate Chat button. Click it, choose an approved template and send it. When the customer replies, you can chat freely again.

Notifications

The inbox updates in real time. In the mobile app, agents get a push notification for each new message in their chats, and every active agent is notified when a new customer arrives in New Customers.