Shared inbox: assign, transfer, notes, quick replies and tags

The Inbox brings WhatsApp, Instagram, Facebook and Telegram conversations into one place for the whole team. Here's how to keep it organised.

Who sees which conversations

Visibility is set per user in Settings › Users, in the user's permissions. There are three levels:

• Own and unassigned in the sector: the user sees their conversations plus those without an owner in their sectors.
• All of the sector: also sees conversations assigned to colleagues in the same sector.
• Sector + AI agent: also includes conversations being handled by AI agents.

Agents usually work with a narrower scope; supervisors need the wide view. You can also limit each user to specific connections (numbers) and sectors.

Assign and transfer

New conversations land in the sector and stage set on each connection. From there:

1. Take ownership of the conversation, or assign it to a colleague.
2. To hand it over, use the conversation's transfer option and choose a user or a sector.
3. Before transferring, leave an internal note so the next person has the context.

Internal notes

Notes are private. They're never sent to the customer.

1. In the conversation, open the contact details panel.
2. Type in the notes field and save the note.
3. All notes are also listed in the Internal notes area in Settings, with search, filters by author and date, and a view grouped by contact.

Good note: "Prefers to be contacted after 2 pm. Call back Friday with the revised proposal." Don't store passwords, card details or full ID documents in notes.

For colleague-to-colleague chat that isn't about a customer, use Internal Chat.

Quick replies

Ready-made messages your team finds with a shortcut, such as /hours or /address.

1. Open Settings › Quick Replies and create a new quick reply.
2. Choose the type: text, media (image, video, audio or document up to 16 MB, with an optional caption) or location.
3. Give it a short shortcut starting with a slash and save.
4. In a conversation, type / and part of the shortcut, pick the reply, review it and send.

A quick reply is never sent automatically; your agent always confirms. Start with your most common questions: hours, address, prices, deadlines.

Tags

Tags are coloured labels on contacts and conversations: Hot lead, VIP, Referral, After-sales.

1. Open Settings › Tags and create a tag with a short, clear name and a colour.
2. Optional: sync it with the labels of a WhatsApp Business connection.
3. Apply tags from the contact record or during a conversation in the Inbox.

Tags power filters, broadcast audiences, chatbots, workflows and follow-ups. Avoid near-duplicates ("After-sales" and "After sales") and check the contact count before deleting a tag, because automations may depend on it.