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The inbox is where every chat your agents handle comes together: WhatsApp, Instagram, Messenger and web chat. Open it from Agents → Conversations. (Phone calls have their own page, Calls.)

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Read along

Each conversation shows the whole chat, who the customer is, which agent is answering, and a short summary at the top, so you can catch up in seconds. Unread chats are marked, and the tabs show what’s open, what needs you, and what’s yours.

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Take over and hand back

1

Take over

Click Take over on any chat. The agent stops replying in that chat, and you type to the customer yourself.
2

Reply

Write your message, or insert a quick reply (a saved answer) with its shortcut. You can send photos and files too.
3

Hand back

When you’re done, click Hand back and the agent carries on, with everything you said in its memory of the chat.
The agent hands chats to you as well: when a customer asks for a person, or something matches your hand-off rules. Those chats show up under Needs you.
WhatsApp, Instagram and Messenger only allow replies for a while after the customer’s last message (24 hours on WhatsApp, up to 7 days for a teammate on Instagram and Messenger). Each chat shows how long you have. Web chat has no limit.

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Keep on top of it

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Bookings

Switch to the Bookings view to see every appointment your agents booked from chats, by day.

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Inbox settings

Choose how new chats are shared among your team: in turns, left unassigned, or to whoever handled that customer last. You can also pass a chat on automatically if its owner doesn’t reply within a few minutes.