What it is for
The Inbox gathers the conversations from the organization’s channels in one place. You reply, hand a customer over to a colleague, leave notes and resolve, without leaving the Chats screen.Who can do it
Anyone with access to an inbox (a number or channel) sees its conversations. What each role does is described in each page below. In short: Owner, Admin and Supervisor assign and transfer to other people; the Operator handles the conversations they are assigned to.Where to click
In the menu, open Chats. At the top of the page are the tabs Chats, Groups, Broadcasts (if the agency enabled the Broadcasts module for the organization) and Reports. The menu also has Team, the internal chat.How conversations are organized
One conversation per channel
Each contact has one conversation per channel type. If the organization has several WhatsApp numbers, the contact still has a single WhatsApp conversation, and each message shows the number it came in or went out through. Contacts with conversations on different channels, such as WhatsApp and Instagram, have one conversation on each.No channel connected
If the agency has not enabled any instance for the organization yet, the Inbox shows “no channel enabled yet”. Ask the agency to assign an instance. If the problem is only with you, the screen says No inbox released to you; talk to the organization’s Owner.Reopening a conversation
When you reopen a conversation that has no assignee, it is assigned to whoever reopened it.Overdue scheduled messages
Scheduled messages that went past their time show up as Overdue, with a notice on the bell. Only the Owner chooses between Send now and Cancel. Nothing is sent on its own.Inbox map
Common errors
- No channel enabled yet. The agency needs to assign an instance to the organization.
- No conversations yet. Conversations show up once WhatsApp is connected.
- No connection — trying to reconnect… Conversations already loaded stay on the screen, but they may be out of date.