Team Inbox
Reply to customers as a team: assignment, statuses, notes, quick replies, media and the 24-hour window.
11 guidesGetting started with the inbox
- A tour of the Team Inbox The three panes of the inbox — conversation list, chat thread and contact panel — plus search and filters.
- Reply to customers — text, media, voice notes and reactions Send messages, photos, videos, documents and voice notes, quote a message, react with an emoji and use keyboard shortcuts.
- Send a template from the inbox Start a new conversation or re-open one after 24 hours by sending an approved template, with its variables filled in.
Team and workflow
- Assign conversations, set status and priority, pin and snooze Give every chat an owner, track it as Open, Pending or Closed, flag urgent ones and hide chats until they need attention.
- Perform bulk actions on multiple conversations Select several chats and assign, mark read or unread, pin, change priority or status, snooze or tag them at once.
- Collaborate with internal notes and @mentions Leave private notes on a conversation, mention a teammate to notify them, and keep contact-level notes.
- Working hours and closing quiet chats Set your working hours for away messages, and close chats automatically after 24 hours to 7 days of silence.
Collaboration and productivity
- Create and use quick replies Save answers you send every day — plain text or a button message — and insert them from the composer in one click.
- Send buttons and list menus (interactive messages) Reply with up to 3 tappable buttons or a list of up to 10 options — the customer's tap comes back as their reply.