Shared inbox

The list and its filters

Four tabs with counters sit above the conversation list: Open, Assigned to me, Unassigned, and Resolved. Mark a conversation resolved when you're done with it. If a new message lands afterwards, you reopen it.

Search covers the name and phone number of the conversations that are loaded. With a large volume the list says so itself, so you know the search didn't reach further than that slice.

Assignment, notes, and labels

Assign a conversation to yourself or a colleague, or clear the assignment again. That works per conversation and for 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

Inside the 24-hour window you send text and media. Drag a file onto the composer, or paste an image straight from your clipboard. A caption travels with it.

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.

Each message you send carries its state: queued, sent, delivered, read, or failed. A failure shows the reason next to it.

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 a saved piece of text with a shortcut. Type a slash in the composer and pick one from the list. The text can pull in the contact's name, their phone number, and the current date and time.

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

A drafted reply

When an automation contains an AI step, that step can write the reply up front. It shows at the bottom of the conversation as a draft, with Send, Edit and Dismiss. Nothing reaches the customer until someone taps.

Edit drops the text into the input field so you can change it first. Dismiss clears the draft 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 handle it yourself, pause the automation for that one conversation. Settings decides whether it resumes on its own afterwards, and after how many hours.