Team Inbox Guide

The shared team inbox is where your agents read and reply to WhatsApp conversations. Every number you connect feeds into one list, with unread badges, assignment, and filters per conversation.

Reading & replying

• Open a conversation to read the full thread and reply. Opening a chat marks it read automatically.
• Mark as unread: opened something by accident? Use the envelope button to put the badge back so it resurfaces under the Unread filter.
• Respect the 24-hour service window: free-form replies are only allowed within 24 hours of the customer's last message. Outside the window, send an approved template instead.

Filters

• Unread — every conversation with unanswered messages.
• Mine — conversations assigned to you.
• Unassigned — conversations waiting for an owner.
• Needs Reply — the customer's message is the latest one.

Assignment

Assign any conversation to a team member from the web inbox, the mobile app, or the conversation details screen. The assignee is notified, the handoff is logged on the conversation timeline, and the chat appears under their Mine filter.

Organization

• Labels — tag conversations (e.g. VIP, Lead, Support) and filter by label.
• Star — pin important chats to your Starred filter.
• Quick replies — insert saved answers with one tap.
• Notes — internal notes your team sees; customers never do.