Every message sent to your connected number arrives in the Inbox, for the whole team to see. Messages and status ticks update live; if your connection drops, a small pill at the top says so and the inbox catches up when it is back.
Find the right conversations
- Status: Open, Pending, Snoozed or Resolved.
- Assignee: All, Mine or Unassigned. Mine is the view most agents live in.
- Filters: by label or by number, and search by the contact's name, email or at least three digits of their phone number. Search does not look inside message text.
Conversation statuses
| Status | Use it when | What happens next |
|---|---|---|
| Open | Someone on your side needs to act. | Stays until you change it. |
| Pending | You've replied and are waiting for the customer. | Their next message moves it back to Open. |
| Snoozed | You need to come back to it later. | Returns to Open at the time you chose (in an hour, later today, tomorrow morning, next Monday, or any time up to 90 days), or earlier if the customer writes. |
| Resolved | The matter is closed. | If the customer writes again, a new conversation starts, so your reports count it separately. |
Assigning conversations
- Claim an unassigned conversation to take it yourself. If a colleague claimed it a moment earlier, you're told, so two people never answer the same customer.
- Assign a conversation to a person or to a team. Managers, admins and owners can assign; agents claim.
- Automatic assignment, when your workspace uses it, shares new conversations out by turns or to whoever has the fewest open chats, and skips people who already have their maximum.
- While a bot is handling a conversation it isn't assigned automatically. Assigning or claiming it yourself stops the bot, so you can always step in.
The 24-hour window in the composer
Each conversation shows how long is left of the 24-hour window that opened with the customer's last message. In the final hour the countdown ticks by the second. While it is open you can send anything: text, images, documents, voice notes, locations and replies to a specific message.
When the window closes, the composer switches to Templates only: pick an approved template, fill in its variables and send. The same happens for contacts who have never written to you. Once the customer replies, free text is back.
Notes and mentions
Switch the composer to Note to write something only your team sees. Type @ to mention a colleague: they get an in-app alert and an email with a link to the conversation. The email never contains the note itself. Notes are never sent to the customer.
Saved replies
Type / in the composer to search saved replies by their shortcut. A saved reply can include the contact's details and yours, and attachments. A fallback fills in when a detail is missing:
Namaste {{contact.first_name|there}}, this is {{agent.first_name}} from the clinic.Available details: contact.name, contact.first_name, contact.phone, contact.email, any custom contact attribute as contact.<key>, and agent.name / agent.first_name. Managers and admins create and edit saved replies.
Labels
Labels sort conversations by topic, such as Refund, New lead or Urgent. A conversation can have up to 20. Managers and admins create the label list; anyone who can reply can apply them.
Delivery ticks
| You see | Meaning |
|---|---|
| Clock | Queued, waiting to go out. |
| One tick | Accepted by WhatsApp. |
| Two ticks | Delivered to the customer's phone. |
| Blue ticks | Read. Only shown if the customer has read receipts turned on. |
| Red alert icon | Not delivered: WhatsApp refused it. The message shows why; Troubleshooting explains every common code. |
Keyboard shortcuts
| Key | Does |
|---|---|
| R | Switch the composer to Reply |
| N | Switch the composer to Note |
| / | Open saved replies |
| @ | Mention a colleague (in a note) |