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Shared inbox

The inbox is the home for customer WhatsApp threads: read, reply, assign, and leave internal notes.

What you can do

  • Browse open and closed conversations
  • Send free-form replies inside the 24-hour customer care window
  • Use templates when outside the window
  • Filter by unread / assigned
Shared inbox conversation list
Conversation list with unread indicators

Tips

  1. Keep display names consistent so customers recognize your brand on WhatsApp.
  2. Use quick replies for frequent answers.
  3. Assign long threads so ownership is clear — see Notes & assignment.