Talk to customers Inbox
Inbox
One shared inbox where your whole team reads and answers WhatsApp chats.
What it does
The Inbox shows every conversation with your customers. The list is on the left and the open chat is on the right. A panel on the far right shows the contact’s details, tags, notes and deals.
Each chat has a status (Open, Pending or Closed) and can be assigned to a teammate. A timer shows how many hours are left in the 24 hour window in which you can write free text.
Where to find it
Inbox
How to use it
- Open Inbox. Use the search box, or the filters All, Unread, Open, Pending and Closed, to find a chat. You can also filter by tag.
- Click a chat to open it. Type your answer at the bottom and press Enter. Shift and Enter starts a new line.
- Press the attach button to send a photo, a video, a document or a voice note. You can add a caption.
- Use the Status menu at the top of the chat to mark it Open, Pending or Closed. Use Assign to give the chat to a teammate.
- Hover over a message to reply to it, react with an emoji, copy its text or delete it.
- Use the + button next to the search box to start a new chat with a phone number.
Example for a business
Two sales people and the owner share one WhatsApp number. A customer asks about a sofa. The first sales person answers, sets the chat to Pending while the customer thinks, and assigns it to the owner for the final price. The owner gets an alert in Notifications and takes over from there.
Good to know
- You can write free text only for 24 hours after the customer last wrote. After that, the box is locked and you must send an approved template.
- People with the Viewer role can read chats but cannot reply.
- A voice note recording can be up to 16 MB.
- A message that is not delivered shows a Not delivered mark.
- If the chat is under the AI assistant, a bar at the top says so and lets you take over.