Channels
The inbox: reply, assign, add a note, mark done
Handle one conversation from start to finish.
Video: The inbox: reply, assign, add a note, mark done (1:11, with captions)
Conversations is your inbox. Messages from every channel land here.
Find a chat
Open Conversations. Above the list you see four tabs: Unread, All, Recent and Starred. Unread holds the chats that still need an answer.
Click a conversation to open it. The messages show in the middle, with the newest at the bottom.
Reply
- 1Click the box at the bottom and type your message.
- 2Pick the channel on the left first.
- 3Press Send.
Hand it to a teammate
Open the Owner list on the right and pick a name.
Leave a note
Click Internal Comment and type. Only your team sees it. The customer never does.
Mark it done
When the chat is dealt with, click the envelope at the top. It reads Mark as read, and the chat leaves the Unread tab.
Check it worked
- Your reply shows in the chat.
- The owner shows on the right.
- Your note is marked as internal.
What next
- Save time with Quick replies.
- Learn when you can type freely on WhatsApp in The 24 hour window.
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