Inbox basics
How the shared inbox works — composing, internal notes, filtering, and the per-conversation controls.
The inbox is where the team lives. It is a two-pane view: conversations on the left, the active chat on the right, with a customer context sidebar available on each conversation.
Everything updates in real time — new messages appear without refreshing, and the connection re-establishes itself automatically if it drops.
Composing
The composer handles text, emoji, image, video and document attachments with a preview before sending, and voice notes you can record, play back and re-take before they go.
You can also send, straight from the composer:
- Approved message templates — the only way to reach someone outside the 24-hour window
- WhatsApp Forms — interactive multi-screen forms Scale
- Quick replies — type
/shortcutto insert a saved message
Internal notes
Notes are private to your team and never sent to the customer. Use them for context handovers: "called, no answer, trying again Friday". They appear inline in the conversation so the next agent sees the full picture.
Filtering and triage
Tabs for All and Unread, plus filters by WhatsApp number, funnel stage, assigned agent and tag. You can bulk-select conversations to clean up.
Per-conversation controls
- The 24-hour timer — how long you have to reply in free text before you need a template. See the service window.
- AI on/off — pause the agent for this conversation when a human takes over.
- End the automation — stop a running flow mid-conversation.
- Search within the conversation.
The customer sidebar
Save an unknown number to the CRM, assign an agent, set the funnel stage, add tags and notes — all without leaving the chat. It also collects every piece of media shared in the conversation in one place.