Overview of the Shared Inbox

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.