Team Inbox overview
Team Inbox shows every WhatsApp conversation with your business, shared by your whole team. The number next to it in the sidebar is the count of chats waiting for a reply.
#The layout
| Area | What's there |
|---|---|
| Conversation list (left) | Every chat, newest first. Search conversations, sort (Newest First or Oldest First) and filter. |
| Chat (middle) | The messages, plus the reply box with emojis, attachments, templates and AI tools |
| Customer panel (right) | The contact's details, tags, custom fields, lead score, internal notes and timeline |
#Replying
- Type in the reply box and press Enter. While you type, a draft is saved automatically.
- Attach images, videos, documents or voice notes.
- Send WhatsApp template to message someone outside the 24-hour window. See The 24-hour reply window.
- Send a WhatsApp Flow (a form) for the customer to fill in.
#AI tools in the inbox
| Tool | What it does |
|---|---|
| AI Reply | Writes a suggested reply from the conversation and your Business Brain |
| Rewrite Message | Improves your draft, or changes its tone |
| Translate Message | Translates a message into or from the customer's language |
| AI Copilot | Summarises the conversation, and shows the customer's intent, sentiment and mood, risk level and a suggested next action |
When the AI agent is handling a chat, you see its replies in the thread and can take over at any time.
#Voice notes
Voice notes from customers are stored, playable in the chat, and transcribed to text, so you (and the AI) can read what was said.
#Starting a new conversation
Click New Conversation, pick a contact (or type a number) and choose an approved template. After the customer replies, you can chat freely.
#Preferences
Open the inbox settings for View Mode (Comfortable or Compact), customer avatars, the timestamp format (12h or 24h), desktop alerts and whether internal notes open expanded.
#Export
Export Conversation downloads one chat. Export Conversations downloads many, for records or audits.