Inbox

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

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Finding a conversation

Press the search icon at the top of the list and type at least two characters. The search covers every conversation in the workspace, not just the ones already on screen, so you never have to scroll to load an old thread first. It matches:

• the customer’s name, email or phone number — a number can be typed with spaces, dashes or the country code, so 98765 43210 finds +919876543210;
• any message in the conversation, not just the latest — the matching line is shown in the list, so you can see why a conversation was found;
• for calls, the number the call was with, including people your calling campaigns rang;
• the teammate a conversation is assigned to.

Up to 50 matches are shown, newest first. If more conversations match, the list says so; type more of the name or number to narrow it down. The tabs and filters still apply to search results.

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Filtering

The filter button beside the search narrows the list by channel, pinned, from an ad and who it is assigned to. Filters look through every conversation in the workspace, not just the ones already on screen, and work together with a search.

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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. 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.

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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. Open the saved-replies button under the reply box in the inbox. Add sits beside the heading, and opens a form for the shortcut and the reply. Each saved reply has a pencil to edit it and a bin to delete it, so a typo can be fixed where you noticed it. Choosing one adds it 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.

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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

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Whether you can reply freely

Above the reply box on a WhatsApp conversation, a line tells you where the 24-hour window stands, so you know before you type whether a free reply or a form will go through. The customer messaging you again reopens the window immediately, for another 24 hours from that message.

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Sending a template from the conversation

When the reply box is replaced by one of those notes, Send a template sits beneath it. It opens a list of your approved templates; choose one, fill in any blanks it has, and it goes to that customer straight from the thread, where it appears with a line saying it was sent from the inbox.

• Every blank is yours to fill. Nothing is pre-filled with the template’s example values, so a customer is never greeted as somebody else.
• A template with a picture at the top uses the one saved with it. If none is saved, WhatsApp needs one on every send, so the dialog asks for its address.
• A marketing template only goes to people who have not opted out. Send it only to somebody who agreed to hear from you.

If you have no approved template yet, the same notes carry Set up a template, which takes you to your Templates page.

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Whether a message arrived

Under each message the workspace sent, the inbox says what WhatsApp did with it. “Sent” means we handed it to WhatsApp. That is not the same as delivered, and the difference matters: WhatsApp accepts a message and then decides. When it cannot deliver one, the message reads Not delivered, with WhatsApp’s own reason after it. A number that is no longer on WhatsApp, a picture WhatsApp could not fetch, an account that is not allowed to start conversations — each says so in its own words rather than leaving you to guess from silence. 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.