Team Inbox
WhatsApp Chats is a shared inbox for every conversation across your connected WhatsApp numbers, so a team can work customer messages together rather than from one person's phone.
Requires the WhatsApp module.
Opening the inbox
Go to WhatsApp Chats to see every conversation across your connected sender IDs, with the linked contact record shown alongside — no switching tabs to look someone up.
Thread status
Each conversation carries a status — open, pending, or closed — so the team can see at a glance what still needs a reply.
Assigning conversations
Assign a thread to a specific agent so ownership is clear. An assigned thread still stays visible to the whole team, but responsibility for it is unambiguous.
Replying
Reply directly from the thread using an approved WhatsApp template — outside Meta's 24-hour customer-service window, only a template message can be sent; within the window, a free-form reply is also allowed.
Real-time updates
New messages, assignment changes and status updates appear instantly for everyone viewing the inbox, delivered over a live connection rather than requiring a page refresh.
Tips
- Assign a thread as soon as someone starts working it, so two agents don't reply to the same conversation.
- Set threads to closed once resolved — it keeps the open queue meaningful for whoever checks it next.