Team Inbox & Messaging

Shared team inbox

Every conversation your business has ever had appears in one list, most recently active first, each with a preview of the last message and an unread indicator.

1. Open Inbox from the left menu.
2. Use the search box above the conversation list to quickly filter by contact name.
3. Click a conversation to open the full message thread.

Send and receive text messages

The core of the inbox: type a message and send it, same as any chat app.

1. Open a conversation.
2. Type your message in the composer at the bottom.
3. Press Send.

Send and receive photos, videos, audio, and documents

Attach a file to a message the same way you'd attach one in any messaging app. Anything a customer sends you — a photo, a voice note, a PDF — appears inline in the thread automatically.

1. Click the attachment icon in the composer.
2. Choose an image, video, audio file, or document, optionally add a caption.
3. Press Send.
4. To view an incoming photo or video full-size, click it to open the viewer.
5. Use the download icon on any media message to save it.

Share and receive locations

Send your current location, or receive one a customer shares with you — both render as a clickable map card.

1. Click the location icon in the composer.
2. Allow location access when your browser asks.
3. The location is sent immediately.

Send buttons and list menus

Instead of asking a customer to type a reply, send up to 3 tappable buttons, or a scrollable list of up to several options, so they can respond with a single tap.

1. In the composer, click the buttons icon or the list icon (only one can be used per message).
2. Type your message text, then fill in the button labels or list options.
3. Press Send.
4. When the customer taps an option, their reply shows in the thread labeled with exactly what they chose.

Internal notes

Leave a note on a conversation for your team's own reference — the customer never sees it. Useful for handoff context, reminders, or anything you want a teammate to know before they reply.

1. Open a conversation.
2. Use the note field above the message composer.
3. Type your note and add it — it appears in the thread visually distinct from real messages (a highlighted note card, not a chat bubble).

Assign a conversation to a teammate

Assign a conversation to a specific teammate so it's clear who owns it.

1. Open a conversation.
2. In the thread header, use the assignment control to pick a teammate (or leave it unassigned).

Quick replies

Save commonly-used messages once and insert them into the composer with a couple of clicks, instead of retyping the same answer every time.

1. Go to Quick Replies from the left menu.
2. Create a new quick reply with a name and the message text.
3. In the inbox composer, open the quick reply picker and choose one to insert its text — you can still edit it before sending.

Read receipts

When your team opens a conversation, the customer sees the blue double-tick on their own WhatsApp, just like a normal chat.