Working conversations

• How the Inbox worksThe three panes of the Inbox, what a ticket is, what the tabs show, and how a conversation reaches you.3 min read
• Reply to a conversationWrite and send a reply, quote an earlier message, and understand why the composer is sometimes locked.3 min read
• Assign a conversationTake a conversation, give it to a colleague, or take it back — and what happens when two people reach for it at once.3 min read
• Ticket statusesWhat Open, Pending, Snoozed, Resolved and Closed mean, how to change them, and what else changes when you do.3 min read
• Search and filter conversationsFind a ticket by name, phone or words, narrow the list with filters, build advanced conditions and save them as views.3 min read
• Bulk actionsSelect up to 100 conversations and resolve, reopen, snooze, label, prioritise, run a macro or reassign them in one go.2 min read
• Transfer and collaborateHand a conversation to a colleague or a queue with a note, follow conversations you don't own, and see who else is on one.3 min read
• Your status and notificationsGo online, busy or offline to control what you're offered, and choose which notifications you get and how.2 min read

Replying

• Internal notesLeave context for your team inside a conversation, mention a colleague with @, and know what the customer never sees.2 min read
• Canned responsesSave replies you send often under a short code, and insert them in the composer by typing a slash.2 min read
• MacrosBundle the steps you repeat — label, set the priority, reply — into one click, personal or shared with everyone.3 min read
• Attachments and voice notesSend photos, videos and documents, record a voice note, and understand file limits and the safety checks on every file.3 min read
• Reply outside WhatsApp's 24-hour windowWhy free replies stop 24 hours after a customer's last WhatsApp message, and how to reach them with an approved template.3 min read
• Keyboard shortcutsMove through conversations, switch between reply and note, resolve and snooze from the keyboard, and use the command palette.2 min read

Organising the inbox

• LabelsTag conversations for triage, filtering and reporting, and manage your organisation's label list.2 min read
• Custom attributesDefine your own contact fields, such as plan tier or account manager, and use them in the contact panel, filters and automation.3 min read
• The contact panelSee who you're talking to, their history and files, edit their details, and review or merge duplicate contacts.3 min read

Inbox settings

• Queues and routingCreate queues, choose who works them, set business hours and automated messages, and decide how new conversations are offered.4 min read
• TeamsGroup agents into teams for reporting, and add a team to a queue so its members work it.3 min read
• Agents and capacitySee who handles conversations, set how many active tickets each person can hold, and manage their teams.2 min read
• Assignment policiesDecide how waiting tickets are handed to agents — in turn, to the least busy, or balanced by capacity — and which queues use the policy.3 min read
• PriorityDefine your own priority levels, set the order they're served in, and let conditions assign them to new tickets automatically.2 min read
• SLA policiesSet response and resolution targets, who is told when one is at risk, and what the system does when one is missed.3 min read
• Automation rulesLet the system act on its own — label, route, reply or set a priority — when a conversation is created, updated, resolved or a message arrives.3 min read
• Auto-resolve and the reopen windowClose conversations that have gone quiet, and decide whether a customer's new message reopens the old ticket or starts a new one.2 min read
• Set your reply signatureWrite a signature once and add it to your replies with a click, per channel, without touching private notes.2 min read