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The conversation list summarizes what needs attention. Open a conversation to read its history, identify the sender and delivery state, choose the synchronized number to view, or give the chat an owner.

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Read a conversation row

Each row can contain the following information: Conversations are ordered by relevance and recent activity, with favorites kept easy to reach. More conversations load as you scroll.
Add image here: Add a screenshot with callouts for source, unread, favorite, assignee, priority H, and WABA timer. Save it as /images/team-inbox/conversation-row-indicators.png.

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Mark a conversation as a favorite

1

Find the conversation

Open the relevant Inbox list or use Search conversations to find the customer.
Add image here: Add a screenshot showing the target conversation row. Save it as /images/team-inbox/favorite-find-conversation.png.
2

Add the favorite

Click the star on the conversation row or in the open conversation header.
Add image here: Add a screenshot showing the active favorite star. Save it as /images/team-inbox/favorite-add.png.
3

Open Favorites

Click Favorites in Lists to view all conversations you marked. Click the star again to remove a conversation from Favorites.
Add image here: Add a screenshot showing Favorites selected and its conversations. Save it as /images/team-inbox/favorite-open-list.png.
Favorites appear in the Favorites list. If saving fails, Team Inbox restores the previous star state and displays an error.
Employee-role users can see the favorite state but cannot add or remove favorites.

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Open and read message history

Messages are grouped by date, with separators such as Today, Yesterday, or a calendar date. Scroll toward the top to load older available dates.
Add image here: Add a screenshot showing date separators, incoming/outgoing groups, senders, a system event, and reply context. Save it as /images/team-inbox/message-history-overview.png.
  • Incoming messages appear on the left; outgoing messages appear on the right.
  • Consecutive messages from the same sender on the same date are grouped.
  • Group conversations show the sender’s name or number in a consistent color.
  • Outgoing messages can show the teammate’s name or the AI agent that sent them.
  • A separator such as AI handed off to teammate records the change from AI to human handling.
  • Centered system events can record assignment, handoff, window, label, or other conversation changes.
  • A reply preview shows the message being referred to when the source message contains reply context.

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Supported message content

Team Inbox can display:
  • Text, images, videos, audio, documents, stickers, and contact cards
  • Locations, which can be opened in a map
  • Approved WhatsApp template messages, including header, body, footer, and buttons
  • Interactive button and list messages
Select an image once to preview it and select the preview to open it fully. Video and audio cards open for playback. Document and other file cards download the attachment.

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Message-delivery indicators

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Change which synchronized history you view

For supported one-to-one conversations, admins and managers can use View in the header to choose the connected number or participant whose synchronized history should be displayed.
1

Open View

Click View in the conversation header.
Add image here: Add a screenshot showing the View control and participant list. Save it as /images/team-inbox/view-open-menu.png.
2

Choose a synchronized number

Search the menu when needed, then select the team member or connected number whose history you want to display.
Add image here: Add a screenshot showing search and a selected viewing number. Save it as /images/team-inbox/view-select-number.png.
This is useful when the same customer appears in history associated with more than one team member or connected number. Search inside the menu when the participant list is long. Changing View does not assign the conversation and does not change its customer.

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Assign a WABA conversation

Assignment is available to admins and managers for one-to-one WhatsApp Business API conversations.
1

Open the conversation

Select the WABA conversation you want to route.
Add image here: Add a screenshot showing the selected WABA conversation. Save it as /images/team-inbox/assignment-open-conversation.png.
2

Open Assign

Select Assign in the conversation header.
Add image here: Add a screenshot showing the Assign control and opened menu. Save it as /images/team-inbox/assignment-open-menu.png.
3

Find the member

Search by name. If the WABA is mapped to a team, the mapped team is shown; otherwise use Teams or All Employees.
Add image here: Add a screenshot showing search, Teams, and All Employees. Save it as /images/team-inbox/assignment-find-member.png.
4

Assign the owner

Select a member. A check identifies the current assignee, and the assignment is synchronized for the team.
Add image here: Add a screenshot showing the checked assignee in the Assign menu. Save it as /images/team-inbox/assignment-select-owner.png.
The assigned member can find the conversation in Assign to me under their login, provided they have access to its channel. To remove the owner, open Assign and use the clear or x control. The conversation then appears in Unassigned for users who can access that list.
Assignment is not offered for group conversations or app-synced conversations. Employee-role users do not see assignment controls.

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Open customer details

Use the details control in the conversation header to open the right panel. It shows the customer name and number and lets you switch between:
  • User profile: Profile, Follow-up, and Task tabs
  • HubSpot: Linked CRM contact properties, notes, tasks, and calls when the integration is connected
See Manage Customer Details and HubSpot.

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Group-conversation behavior

Group chats are identified in the conversation list and show individual sender names in the message history. WABA group conversations are read-only in the current Team Inbox, so assignment and the WABA composer are not shown.

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If no conversation is selected

The message area asks you to select a conversation. Choose a row in the current list. If no rows are available, clear search and filters or select All conversations.