Team inbox
Answer every WhatsApp conversation from one shared inbox, and always know who has it.
The Inbox lists every conversation on the business number, who has it and how long the reply window stays open. Use the Open, Unassigned, Mine, Waiting on customer and Resolved tabs to find what needs you, and filter by agent, tag or source.
New messages appear here by themselves, with a contact and a conversation created for you. After you reply, the message shows sent, then delivered and read ticks.
Take, assign, tag and note
Press Take on a conversation to make it yours, or choose a teammate under Assigned to in the panel on the right.
Add tags in the Tags box, for example customer or appointment.
Write an internal note with Note. Notes stay inside your team and are never sent to the customer.
Set the status to Resolved when you're done. Press Reopen to bring it back.
The 24-hour rule
You can write freely for 24 hours after a customer's last message. After that, WhatsApp only allows an approved template:
Open the conversation. The reply box shows a notice that more than 24 hours have passed.
Choose Send a template or Note. Free text is possible again after the customer replies.
On your phone
Open the app's address on your phone. The inbox shows one conversation card at a time with a Take button, and a bar at the bottom for Inbox, Contacts, Replies and Me.
