Shared inbox

The list and its filters

Above the conversation list are 4 tabs with counters: Open, Mine, Unassigned, and Resolved. Mark a conversation as resolved when you're done. If a new message comes in later, you reopen it.

Search looks at the name and phone number of loaded conversations. If you have a lot of conversations, the list tells you the search only covered what's loaded.

Assignment, notes, and labels

Assign a conversation to yourself or a colleague, or unassign it. You can do this for one conversation or several at once.

A note is internal: your colleague sees it, the customer doesn't. Notes can be edited and deleted later. Labels live on the contact rather than the conversation, so a label you add here is the same one you'll use to build a campaign audience.

What you can send

Within the 24-hour window you can send text and media. Drag a file into the message box, or paste an image from your clipboard. You can add a caption.

What comes back from customers

Alongside text and media, the inbox renders stickers, a shared location with a map link, a forwarded contact card, and emoji reactions to your own messages.

Every message you send shows its status: queued, sent, delivered, read, or failed. If it failed, you see why.

Working alongside colleagues

If a colleague has the same conversation open, you'll see it in the header. If they're typing at that moment, the inbox warns you before you hit send, so the customer doesn't get two answers in a row.

Quick replies

A quick reply is saved text you can reuse. Type / in the message box and pick one from the list. The text can fill in the contact's name, phone number, and the current date and time.

Quick replies are either yours alone or shared with the organization. You manage them in Settings.

AI suggestions

With the AI agent set to Suggest, or an AI step in an automation, the reply is drafted for you. The suggestion appears at the bottom of the conversation with Send, Edit, and Dismiss. Nothing reaches the customer until someone clicks.

Edit drops the text into the input field so you can change it first. Dismiss clears the suggestion and leaves the conversation open for your team. If that step is set to send automatically, the message is already on its way and you simply see it as a sent message.

Taking over from an automation

If a flow is running in a conversation and you want to take over, pause the automation for that conversation. In Settings you choose whether it resumes automatically, and after how many hours.