What the Team Inbox Does
Every incoming message from connected channels such as WhatsApp or Instagram appears inside a shared inbox. This ensures the entire team can view and manage conversations without relying on individual devices.
Agents can assign chats to themselves, mark conversations as resolved, and collaborate with other team members when necessary.
Inbox Sections Explained
The inbox is divided into several sections to help teams stay organized. These typically include unassigned chats, chats assigned to a specific agent, closed conversations, and a complete view of all chats.
This structure makes it easier for teams to track customer requests and manage workloads efficiently.
Chat Handling Workflow
When a new message arrives, it first appears in the inbox. If automation is enabled, a chatbot or automated reply may respond initially. After that, an agent can take over the conversation and assist the customer until the issue is resolved.