Help Center › Team & Inbox
Using the shared Inbox effectively
The Inbox brings WhatsApp, Instagram and Facebook conversations into one place.
Everyday workflow
- Filter by unread or unresolved to see what needs a reply
- Assign a chat to yourself or a colleague so two people don’t answer the same customer
- Use Quick Replies for frequent answers
- Add tags (for example “Lead”, “Order issue”) to organise conversations and build segments later
- Mark chats resolved when done
Remember the 24-hour window
Free-form replies are possible for 24 hours after the customer’s last message. After that, send an approved template to restart the conversation.
Hand-offs from the chatbot
When the bot passes a chat to a human, the full history is attached so the agent can continue without asking the customer to repeat themselves.