Team inbox

The inbox is where your team answers every customer conversation from WhatsApp, Facebook Messenger and Instagram in one shared, real-time view.

Where: Inbox (/app/inbox)

Layout

• Conversation list (left): every chat, newest first, with the channel and date of the last message.
• Conversation (centre): the messages, grouped under day separators, with the reply box at the bottom.
• Contact panel (right): who you're talking to, their details, labels, notes and, if you've connected a store, their orders.

Finding conversations

Use the folders at the top of the list:

Folder	Shows
Open	Active conversations (the default view)
Mine	Conversations assigned to you
Unassigned	Conversations nobody has picked up yet
Snoozed	Conversations set aside until later
Resolved	Closed conversations

You can also filter by channel (WhatsApp, Messenger or Instagram), by label, or by connected account, and search by name or phone number.

Replying

Select a conversation and type in the reply box. You can send:

• Text, with WhatsApp formatting such as bold and italics
• Images, audio, video and documents
• Canned replies: saved answers you insert from a quick picker
• WhatsApp templates: needed once the 24-hour window has closed (see below)
• Products from a connected store; see E-commerce stores

Reply windows

Every channel limits when a business can reply:

• WhatsApp: free-form replies are allowed for 24 hours after the customer's last message. After that, the inbox switches you to approved templates. See WhatsApp.
• Messenger and Instagram: replies are only allowed for 24 hours after the customer's last message, and there is no template option. When the window has closed, a banner shows when the customer last wrote, and the reply box locks until they message again. See Messenger and Instagram.

Working as a team

• Assign a conversation to yourself or a teammate so everyone knows who's handling it.
• Internal notes are visible only to your team, never to the customer.
• Labels are colour-coded tags such as billing or urgent that you can filter by.
• Status: mark a conversation open, snoozed or resolved.
• Handover: take over from a chatbot, or hand a conversation back. The conversation shows whether each message came from a person, a bot or a campaign.

New messages, assignments and status changes appear for everyone instantly. You also get a browser notification when a message arrives while you're in another tab.

Starting a new conversation

Click New conversation, search for a contact and choose a channel. On WhatsApp, a new conversation must start with an approved template. On Messenger and Instagram, the customer has to message you first.

Canned replies and labels

Manage both from inside the inbox:

• Canned replies: create and edit saved answers to common questions, so everyone replies consistently.
• Labels: create colour-coded labels and use them to sort conversations.

Tip: pair the inbox with an AI chatbot to answer routine questions around the clock. The bot hands the conversation to a person when it can't help.

Next: organise your customers in Contacts and segments.