Inbox
Find conversations, reply to customers, and keep your team's work organized.
Open Inbox to work through customer conversations. Choose a conversation, read its messages, and reply from the same screen. Use the contact panel to keep useful details with the customer.
Before you start
Connect a WhatsApp account to your workspace.
Who can do this: the workspace owner or members whose role includes viewing conversations. Sending messages and changing conversations require their own permissions.
Tour the layout
The desktop Inbox has three areas:
- The conversation list (1) shows your team tabs, filters, message previews, unread counts, and assignees. Select a row to open it.
- The thread (2) shows the selected conversation's messages. Its header contains search, assignment, status, and Conversation actions. The composer sits below the messages.
- Contact info (3) opens beside the thread. Select the contact's name in the header or choose Contact info from Conversation actions. You need permission to view contacts.
Choose your next task
Find conversations
Choose your queue, filter by status or label, and search messages.
Assign and resolve
Choose an assignee and keep conversation statuses up to date.
Reply to customers
Send text, attachments, voice messages, templates, and forms.
Use message actions
Check delivery, react, forward, star, pin, and export a chat.
Update contact info
Edit names, apply labels, add internal notes, and block contacts.
Keyboard shortcuts
Move through conversations and compose replies with your keyboard.
Manage labels
Create shared labels for contacts and campaign audiences.
Manage saved replies
Save common replies and insert them with a shortcut.
Good to know
Your role controls which conversations you can open. Without permission to view all conversations, you can work with conversations assigned to you and unassigned conversations. See team tabs.
If the Inbox cannot load, select Try again. If you see an access message, ask the workspace owner to check your role.