Table of Contents
The Shared Inbox is where your team manages all incoming and ongoing WhatsApp conversations in real time.
Conversation list #
The left panel shows all conversations sorted by most recent message. Each row displays the customer name, last message preview, and time. New unread messages show a blue badge.
Real-time sync #
Conversations update instantly without refreshing — new messages appear automatically and notification sounds play for incoming messages.
Filtering conversations #
Use the filter controls at the top of the conversation list to narrow down by:
- Status — All, Open, Resolved, or Pending
- Assigned to — Show only conversations assigned to a specific agent
- Sort order — Newest first or oldest first
Searching #
Click the search icon in the conversation list to search by customer name or phone number.
Customer detail panel #
Open any conversation and click the Info icon on the right to expand the customer panel showing contact details, tags, custom fields, and conversation history.
