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Shared inbox

The inbox is the home for customer WhatsApp threads: read, reply, assign, leave internal notes, and (when a store is connected) review commerce context.

What you can do

  • Browse open and closed conversations
  • Send free-form replies inside the 24-hour customer care window
  • Use templates when outside the window (fill variables in the send modal)
  • Filter by unread / assigned / mine
  • Switch Commerce and Notes beside the thread
Shared inbox conversation list
Conversation list with unread indicators

Tips

  1. Keep display names consistent so customers recognize your brand on WhatsApp.
  2. Use quick replies for frequent answers.
  3. Assign long threads so ownership is clear - see Notes & assignment.
  4. Connect a store to unlock the commerce sidebar.
  5. Manage CRM fields and tags under Contacts.