Inbox Overview

The Inbox is where you can view and respond to customer messages, assign chats to specific team members, and stay on top of ongoing conversations. You can also collaborate across different teams, such as sales, support, and operations, and set up quick replies and email alerts to optimize response times.

Here’s a quick overview of everything you can do with the Inbox:

Add or Invite Team Members

You can add your team members to the Inbox so they can view and respond to customer messages. For more details on adding/inviting team members, refer to the article below:

» Learn how to add/invite team members

Assign Chats to Team Members

You can assign chats to specific team members manually or automatically. You can also enable round-robin assignment to distribute incoming chats automatically.

To learn how to assign chats manually or automatically, see the article below:

» Learn how to assign chats to team members

Create Quick Replies

You can create quick replies to help your team respond faster to common queries from the Inbox. To learn how to set up and manage quick replies, refer to the article below:

» Learn how to create quick replies for Inbox

Message Delivery Blue Tick Setting

You can choose whether to display blue ticks to customers when you read their messages. This setting can be enabled or disabled at any time.

To learn how to update this setting, refer to the article below:

» Learn how to use message delivery blue tick settings

Email Notifications for Unread Messages

You can receive email notifications for unread messages in your Inbox. To learn how to enable these notifications, check out the article below:

» Learn how to enable email notifications

Mask Phone Numbers in the Inbox

You can enable number masking to hide customer phone numbers from selected team members. To learn how to enable number masking, see the article below:

» Learn how to mask phone numbers

Manage AI Agent Conversations

If you use the WhatsApp AI Agent, every conversation it handles shows in the Inbox. Messages sent by the agent show an AI Agent label.

• While the agent is handling a chat, the message box is locked so you and the agent don't reply at the same time. Click Take over to reply yourself. As soon as you send a message, the agent stops replying in that chat.
• When you're done, click Hand back to AI Agent in the bar above the message box. The agent starts replying in that chat again.
• When the agent hands a conversation over to your team, the assigned team member gets a notification: "AI Agent handed this conversation over to your team."

» Learn to set up the WhatsApp AI agent

Now that you're familiar with the Inbox, start by adding or inviting team members to begin assigning chats.

Updated on: 30/10/2026