Team Inbox
The Inbox is where your team handles every customer conversation — across WhatsApp, Facebook Messenger and Instagram — in one shared, real-time view.
Location: Inbox (/app/inbox)
📸 Screenshot: The three-pane inbox: conversation list, chat thread, contact details.
Layout
The inbox has three panes:
- Conversation list (left) — all your chats, filterable.
- Conversation thread (centre) — the selected chat, where you read and reply.
- Contact details (right) — info about the person, plus notes and labels.
Filtering conversations
Focus on what matters using the folders and filters:
| Filter | Shows |
|---|---|
| Open | Active conversations (default). |
| Mine | Conversations assigned to you. |
| Unassigned | Conversations nobody has picked up. |
| Resolved | Closed conversations. |
| Snoozed | Temporarily set aside. |
You can also filter by channel (WhatsApp / Messenger / Instagram), by label, or by connected account.
Replying
Select a conversation and type your reply at the bottom. You can send:
- Text (with WhatsApp formatting like bold and italics).
- Media — images, audio, video and documents.
- Emoji.
- Canned replies — pick a saved template from the quick picker.
- WhatsApp templates — required when replying outside the 24-hour window (see below).
- Products — share an item from a connected e-commerce store.
📸 Screenshot: Composing a reply with the canned-reply and template pickers open.
The WhatsApp 24-hour window
WhatsApp only lets you send free-form messages within 24 hours of the customer's last message. Outside that window you can only send an approved template. The inbox understands this automatically — it shows the window status and switches you to templates when needed. See WhatsApp.
Collaboration
The inbox is built for teams:
- Assign a conversation to a teammate (or yourself).
- Internal notes — leave private notes on a conversation that customers never see.
- Labels — tag conversations (e.g.
billing,urgent) and filter by them. - Status — mark conversations open, resolved or snoozed.
- Hand-off — transfer a conversation from a bot to a human agent.
Real-time everything
New messages, status changes and typing indicators appear instantly — no refresh needed. Each channel has its own notification sound, and you get a browser notification when a message arrives while you're on another tab.
Starting a new conversation
Click New Conversation, search for a contact, and start a chat. (WhatsApp requires an approved template to open a brand-new conversation, per Meta's rules.)
Canned replies & labels
Manage your reusable replies and labels from within the inbox:
- Canned replies — create, edit and organise saved responses for common questions.
- Labels — create colour-coded labels to categorise conversations.
Bots + humans together
Conversations can be answered automatically by an AI chatbot or an automation, then handed to a human when needed. The inbox shows whether a message was sent by a bot, a campaign or a teammate.
➡️ Next: connect and configure WhatsApp in the WhatsApp guide.