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Omnichannel Team Inbox

The Team Inbox in WhautoChat gives you a unified view to manage conversations from all your channels - WhatsApp, Instagram, Messenger, Telegram, and Live Chat - in one place.

🚪 Accessing the Team Inbox​

  • Open the WhautoChat app.
  • Click on the Team Inbox menu option from the sidebar.

Team Inbox in the WhautoChat sidebar

📂 Conversation Categories​

The Inbox panel on the left groups your conversations into folders:

  • All Chats: every conversation in the workspace.
  • Unread: conversations with messages nobody has read yet.
  • Needs Reply: open conversations where the customer is waiting for an answer.
  • Unassigned: incoming chats that no one on your team has picked up yet.
    • Example: When a user interacting with the chatbot asks to speak with a human, the conversation is moved to this folder for manual handling.
  • Open: conversations currently being handled by you or your teammates.
  • Closed: conversations that have been resolved. Click Close at the top of a conversation to close it.

Under Custom Inboxes you can add your own saved views, for example one per channel. Click + to create one.

Inbox folders and custom inboxes in the Team Inbox

Important

The chatbot will only respond when the conversation is marked as Closed. Make sure to close it after solving the customer’s issue.

✉️ Sending Messages​

  • Select the contact from the inbox.
  • You can send:
    • Text messages
    • Voice notes
    • Images
    • Videos
    • Documents
  • Type in the message box at the bottom, click + to attach files or the microphone to record a voice note, and press the send icon.

Conversation open in the Team Inbox with the message box and Close button highlighted

📝 WhatsApp Message Rules:​

  • At the start of a conversation, you must send a pre-approved WhatsApp message template.
    • You cannot send free-form messages to a new contact or inactive one.
  • Once a customer replies to your message, you can send any free-form message within the next 24-hour window.
  • If you don’t respond within that window, you must use another template message to continue the conversation.

👤 Contact Info & Tools​

On the right side of the inbox, you’ll find the Contact Info panel where you can:

  • View customer details
  • Add or manage Tags
  • Add internal Notes
  • Manage Custom Attributes

Contact Info panel with tags, notes and custom attributes

🔍 Search & Filter Options​

  • Click the search icon above the conversation list to search by contact name, tags or message content.
  • Click the filter icon next to it to filter conversations by the team member they are assigned to or by contact tags.
  • To see one channel only (WhatsApp, Instagram, Messenger, etc.), open a custom inbox for that channel under Custom Inboxes.

Search icon and the Filters panel in the Team Inbox

💬 Need Help?

Reach out to our support team anytime – we’re here to help you connect smoothly. [email protected]

For detailed troubleshooting, refer to our Troubleshooting or contact support.