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Welcome to Your Team Inbox

The WhatsApp Team Inbox is designed to help your team manage customer conversations efficiently. This guide will walk you through the main interface and key features.
New to Team Inbox? Start here to learn the basics of navigating the interface and managing conversations.

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Interface Layout

The Team Inbox interface is divided into three main sections:

Conversation List

Left sidebar showing all conversations with filters and search

Message Thread

Center panel displaying the selected conversation’s messages

Contact Details

Right sidebar with customer information and conversation metadata

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Conversation List

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Understanding the List View

Each conversation in the list displays: 
┌─────────────────────────────────────┐
│ 👤 Customer Name                  ●│ ← Unread indicator
│    Last message preview...          │
│    📎 Media  ⏰ 2m ago              │
│                                     │
│    [Status Badge] [Assignment]     │
└─────────────────────────────────────┘
Visual Indicators:
  • Green dot: Unread messages
  • Bold text: Active conversation
  • Gray text: Closed/resolved conversation
  • Blue badge: Assigned to you
  • Yellow badge: Pending assignment

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Filtering Conversations

  • By Status
  • By Assignment
  • By Date
  • By Tags
Use the status filter to view:
  • All: Every conversation
  • Open: Active conversations needing attention
  • Pending: Awaiting assignment or response
  • Closed: Resolved conversations
Click: [All ▾] → Select status

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Searching Conversations

The search bar helps you find conversations quickly:
1

Basic Search

Type customer name, phone number, or message content
Results appear instantly as you type
2

Advanced Search

Use search operators for precise results:
OperatorExampleDescription
from:from:johnMessages from specific customer
tag:tag:urgentConversations with tag
status:status:openFilter by status
assigned:assigned:meAssigned conversations
has:has:mediaContains media
Example:
tag:urgent status:open assigned:me
Shows your urgent, open conversations.
3

Saved Searches

Save frequently used searches:
  1. Perform a search
  2. Click Save Search
  3. Name your search
  4. Access from Saved dropdown

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Message Thread

The center panel displays the conversation’s message history.

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Message Types

  • Text Messages
  • Media Messages
  • Template Messages
  • System Messages
Standard text messages appear in chat bubbles:
  • Customer messages: Left side, white background
  • Your replies: Right side, green background
  • System messages: Center, gray background
Customer                          You
┌──────────────┐        ┌──────────────┐
│ Hello, I need│        │ How can I    │
│ help with... │        │ help you?    │
└──────────────┘        └──────────────┘
     10:30 AM                10:31 AM ✓✓

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Message Status Indicators

Every message shows its delivery status:
IconStatusMeaning
⏱️SendingMessage is being sent
✓SentDelivered to WhatsApp
✓✓DeliveredReceived by customer
✓✓ (blue)ReadCustomer opened message
❌FailedMessage failed to send

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Composing Messages

1

Writing a Message

  1. Click the message input box at the bottom
  2. Type your message
  3. Press Enter to send (or Shift+Enter for new line)
  4. Or click the send button ➤
Formatting options:
  • Bold: *text* → text
  • Italic: _text_ → text
  • Strikethrough: ~text~ → text
  • Monospace: `text` → text
2

Adding Media

Click the attachment icon 📎 to send:
  • Images
  • Documents
  • Videos
  • Audio
  • Supported: JPG, PNG, GIF
  • Max size: 5 MB
  • Add caption (optional)
  • Preview before sending
3

Using Quick Replies

Speed up responses with canned replies:
  1. Type / in the message box
  2. Browse or search templates
  3. Select a template
  4. Personalize if needed
  5. Send
Example:
Type: /greeting
Expands to: "Hello! Thank you for contacting us.
             How can I help you today?"
4

Mentioning Team Members

Mention colleagues to notify them:
  1. Type @ in the message box
  2. Select team member from list
  3. They’ll receive a notification
Mentions are internal notes - customers don’t see them.

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Message Actions

Hover over any message to access quick actions:

Reply

Quote a specific message in your response

Forward

Send message to another conversation

Star

Mark important messages

Copy

Copy message text to clipboard

Delete

Remove message (both sides or just yours)

Info

View message details and delivery status

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Contact Details Panel

The right sidebar shows customer information and conversation tools.

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Customer Information

  • Name: Customer’s display name
  • Phone: WhatsApp phone number
  • Email: Contact email (if available)
  • Tags: Applied labels
  • First Contact: When they first messaged
  • Last Active: Most recent activity
View past conversations with this customer:
  • Total conversations
  • Conversation timeline
  • Quick links to previous chats
  • Notes from past interactions
Add custom information:
  • Company name
  • Order number
  • Customer ID
  • Any custom fields you’ve configured
Click Edit to update fields.

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Conversation Management

  • Assignment
  • Status
  • Tags
  • Internal Notes
Assign conversation to a team member:
  1. Click Assign button
  2. Select team member
  3. Add note explaining assignment (optional)
  4. Click Assign
The assigned person receives a notification.Auto-assignment: Enable to automatically distribute new conversations based on:
  • Round-robin
  • Current workload
  • Skill tags
  • Custom rules

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Keyboard Shortcuts

Work faster with keyboard shortcuts:
ShortcutAction
Ctrl/Cmd + KQuick search
Ctrl/Cmd + EnterSend message
Ctrl/Cmd + /Show shortcuts
↑ / ↓Navigate conversations
EscapeClose conversation
NNew conversation
AAssign conversation
CClose conversation
RMark as read
UMark as unread
/Quick replies
@Mention team member
Press Ctrl/Cmd + / anytime to see all available shortcuts.

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Notification Settings

Control when and how you’re notified:
1

Desktop Notifications

Enable browser notifications for:
  • New messages
  • Assignments
  • Mentions
  • Important updates
Click Allow when prompted by browser.
2

Email Notifications

Configure email alerts:
  • Real-time for urgent conversations
  • Daily digest for all activity
  • Weekly summary
  • Custom schedule
Configure in Settings → Notifications
3

Sound Alerts

Enable sounds for:
  • New messages (customizable tone)
  • Mentions
  • Assignments
Adjust volume in settings.

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Mobile Experience

Access your inbox on mobile devices:
  • Mobile Web
  • Progressive Web App
Access via mobile browser:
  • Responsive design adapts to screen size
  • Touch-optimized interface
  • Swipe gestures for actions
  • Full feature set
Visit: https://yourdomain.com on mobile

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Best Practices

Response Times

Aim to respond within 24 hours to avoid template message charges

Use Templates

Create quick replies for common questions

Tag Consistently

Use standardized tags for better organization

Add Notes

Document important details for your team

Keep It Professional

Remember all conversations represent your brand

Follow Up

Set reminders for pending issues

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Next Steps

Managing Conversations

Learn advanced conversation management

Team Collaboration

Work effectively with your team

Notifications

Customize notification preferences

Contacts

Manage customer contact information