Team Inbox

Team Inbox is the shared inbox for every conversation coming through your WhatsApp Channel. Watch threads update live, assign conversations to teammates, and reply as yourself when the bot hands a conversation off.

Available on Business and Enterprise plans.

Live threads

Every conversation updates in real time. Each thread clearly distinguishes messages from the contact, the bot, teammates replying from Inbox, and messages sent from the WhatsApp Business app directly.

Replying as yourself

Open a thread and reply as a person, not the bot. Delivery status shows sending, sent, delivered, read, or failed. Replies are only accepted inside Meta’s 24-hour customer-care window; outside that window, you’ll need to send a template message or wait for the contact to message again.

Assignment

Assign one teammate per conversation from the thread view. Assignees get an email with a direct link to the conversation. Filter the inbox by mine, unassigned, unread, or by conversation mode (bot-handled vs. handed off).

Unread tracking

Unread state is tracked per team member and persists across reloads. The sidebar shows an unread count, and any inbound message marks the thread unread for everyone on the workspace, so nothing gets missed because one person already saw it.

Contact linking

Link a thread to an existing CRM contact, create a new one, or unlink it. The contact’s profile lists every linked conversation with a path back to Inbox, so conversation history follows the person, not just the phone number.

Returning a conversation to the bot

Handing a conversation back to the Intake Bot resumes the in-flight submission exactly where it left off. Respondents don’t have to start the intake over just because a person answered a question along the way.

WhatsApp Channel: connect a number and route it to a bot or straight to Inbox
Contacts: the CRM records Inbox threads link to
Process Boards: where the underlying submission is tracked once intake completes