Shared inbox
The Chat page is where your team talks to customers. It’s split into two parts: the chat list on the left and the conversation on the right.
Find the right chat
Section titled “Find the right chat”- Channel picker: switch between your WhatsApp numbers, Instagram and Messenger. Choose Make this the default number to open it first next time.
- Quick filters: All, Unread, My chats (assigned to you) and Unassigned.
- Sort: Latest first, Oldest first, or Unresponsive to find customers who are waiting for a reply.
- Search: by name or number.
- Filter by tags & sentiments: narrow the list by tags, conversation tags, groups or customer sentiment. You can save these as named filters.
The header also shows your number’s quality (High, Medium or Low) and today’s chats compared with your daily messaging tier.
The 24-hour window
Section titled “The 24-hour window”Above the composer, a bar shows whether you can reply freely:
| Bar | Meaning |
|---|---|
| Session open · 5h 12m remaining | Send anything: text, media or buttons |
| Amber bar | Less than an hour left |
| Session expired — send a template | Click Choose template. You can only send approved templates until the customer replies |
Messages to a whole group (audience messages) always need a template.
The composer toolbar has these tools:
- Emoji
- Templates: send an approved template. If the template has an image or video header, choose the media before sending.
- AI Rewrite: change the tone (professional, friendly or humorous), fix spelling and grammar, make the message shorter or longer, or simplify it. Type a message first, then pick an option.
- Attach:
- Media: photo or video, document, or audio from your media library.
- Interactive: reply buttons, a WhatsApp Flow, catalog products, or a payment request. These depend on your channel and permissions.
Open the Send dropdown for more options:
- Send as internal note: visible only to your team, never sent to the customer.
- Schedule…: in 1 hour, in 3 hours, tomorrow at 9:00, or a custom time. If the time is more than 24 hours away, you’ll be asked to choose a template.
Work as a team
Section titled “Work as a team”- Assign a chat to a teammate from the conversation header (Assigned to).
- Turn on the AI switch to let your AI bot answer this conversation.
- The ⋮ menu has View profile, Contact Activity, Close chat, Clear chat (removes the messages for everyone on your team) and Block / Unblock.
- Call the customer via WhatsApp or by phone from the call menu.
Notes, follow-ups and reminders
Section titled “Notes, follow-ups and reminders”Open Contact Activity to see three tabs for the customer:
- Notes: internal notes about the customer. Mark important ones.
- Follow-ups: messages scheduled to send later. A follow-up more than 24 hours away has to use a template.
- Reminders: reminders for your team.
Each item has a status: Pending, Queued, Sent, Failed or Cancelled.