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Shared Inbox

The shared inbox is where every WhatsApp conversation lives. AI-handled chats, human conversations, and handoffs all appear in one feed, so your team always has full context.

Inbox layout

Section titled “Inbox layout”
┌──────────────────────────────────────────────┐
│  Conversations        [Filter] [Search]      │
├──────────┬───────────────────────────────────┤
│          │                                   │
│  Chat 1  │    Conversation View              │
│  Chat 2  │                                   │
│  Chat 3  │    Customer: "Do you have X?"     │
│  Chat 4  │    AI: "Yes! Here's the link..."  │
│  ...     │    Customer: "Thanks!"            │
│          │                                   │
│          │    [Type a message...]            │
└──────────┴───────────────────────────────────┘

Conversation statuses

Section titled “Conversation statuses”
Status Badge Meaning
AI Handled 🟢 Green AI responded, no human needed
Needs Human 🟠 Orange Routed to your team (handoff triggered)
In Progress 🔵 Blue A human agent is actively working on it
Resolved ⚪ Gray Conversation marked complete
Waiting 🟡 Yellow Waiting for customer response

Filtering

Section titled “Filtering”

Filter conversations by:

  • Status — AI handled, needs human, in progress, resolved
  • Agent — which team member is assigned
  • Date range — today, last 7 days, last 30 days, custom
  • Source — WhatsApp, Instagram, web chat
  • Tags — custom tags you’ve applied
Section titled “Search”

Search across all conversations by:

  • Customer name
  • Phone number
  • Message content
  • Order ID
  • Tags

Actions

Section titled “Actions”

From the conversation list:

  • Assign — assign to a team member
  • Tag — add labels (e.g., “VIP,” “complaint,” “follow-up”)
  • Resolve — mark as complete
  • Export — download conversation as PDF or CSV
  • Delete — remove from inbox (with confirmation)

Internal notes

Section titled “Internal notes”

Add notes visible only to your team:

  1. Open a conversation
  2. Click Add Note
  3. Write your internal note
  4. Notes appear in the thread with a distinct style

Use notes for:

  • Context for other team members
  • Reminders to follow up
  • Recording decisions made during the conversation

Keyboard shortcuts

Section titled “Keyboard shortcuts”
Shortcut Action
↑ / ↓ Navigate between conversations
Enter Open selected conversation
Esc Close conversation / go back
⌘ + Enter Send message
⌘ + Shift + R Resolve conversation
⌘ + Shift + A Assign conversation

Tips

Section titled “Tips”
  • Check “Needs Human” first — these are conversations waiting for your team
  • Use tags — they make filtering and reporting much easier
  • Resolve promptly — resolved conversations clear the queue
  • Review AI Handled — spot-check to make sure the AI is responding correctly

Next steps

Section titled “Next steps”