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The inbox shows every conversation across every channel, as it happens.

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Taking over

Anyone on your team can take a conversation over. The moment they do, the agent steps out — it stops replying to that thread entirely. That is not politeness. Two voices answering the same customer, contradicting each other, is worse than a slower answer. When a teammate replies, the agent later sees that reply as its own prior turn, so it does not re-answer something a person just handled.

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Whose conversation is this?

Assign a thread to a teammate from the picker at the top of it, and it becomes theirs — they get a Mine tab in the inbox listing everything assigned to them, and everyone else can see at a glance who is dealing with it.
Assigning is not the same as taking over, and neither one implies the other.Taking over is a fact: somebody replied, so the agent stands down. Assigning is a decision about who is responsible, and you can make it before anyone has replied — the agent keeps handling the conversation until a person actually answers.So you can hand somebody a thread to keep an eye on without silencing the agent, and you can take a thread over without claiming it.
They are told. The person you assign a conversation to gets a notification, and it goes to them alone — nobody else on the team is told which of them is dealing with a thread. Hand it on later and the next person is told too, so a thread can move around the team without anyone having to be watching for it. Assigning one to yourself sends nothing; you already know. Set it back to Unassigned to put it back in the pool. That is how work gets handed around rather than sitting with whoever happened to open it first.
Above about three people sharing an inbox, this is the difference between a queue and a pile. Two people answering the same customer is the thing it prevents, and it prevents it earlier than taking over does.

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Saved replies

The answers you send twenty times a day — opening hours, refund timings, “could you share your order number?” — kept in one place so everybody sends the same sentence. Add them in Settings → Saved replies, and insert one from the button under the reply box in the inbox. It is added to whatever you have already typed rather than replacing it, so you can write a line of your own and then reach for the policy.
Write {{name}} where the customer’s name should go. It is filled in when you insert the reply, so the same saved text reads as though you typed it — and for a website visitor who has never given a name it is quietly left out rather than sent as {{name}}.
Saved replies belong to the workspace, not to one person or one agent, and anybody on the team can add or edit one. That is the point: the value is that the refund policy does not drift between teammates.

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Internal notes

You can leave a note on a conversation that the customer never sees. Notes are your team talking about the customer, not to them, and they are never replayed to the model — an agent that read one would believe it had said that out loud.

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Statuses

Assignment sits alongside these rather than among them: a conversation can be active and assigned, or taken over by one person while assigned to another — which is exactly what happens when somebody covers a colleague’s thread.

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Media

Images sent by customers appear in the thread. On models that can see, recent images are shown to the agent; older ones stay in the conversation as the sentence they reduce to, because re-sending every photo on every turn would cost a great deal for very little.

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Replying on WhatsApp

Inside the 24-hour window you can reply freely. Outside it, only an approved template will reach the customer — the inbox will tell you which situation you are in rather than letting you type into the void.