Add image here: Add a screenshot showing Lists, the conversation list, an open conversation, and customer details. Save it as
/images/team-inbox/overview-workspace.png.Understand the workspace
Team Inbox is divided into four areas:
You can collapse Lists to create more space. Select Lists above the conversation list to open it again. Opening customer details also makes the central workspace more compact.
What you can do
Set up access
Connect WhatsApp, enable Team Inbox, map numbers, configure sync, and control member permissions.
Find conversations
Use search, inbox lists, channels, assignees, expiry time, AI properties, AND/OR rules, and saved views.
Manage conversations
Read chat indicators, use favorites, assign or unassign owners, change the viewed number, and understand message history.
Send messages
Send text and files, work with the 24-hour WhatsApp window, use templates and quick replies, and rephrase drafts with AI.
Start new chats
Start a WhatsApp Business API conversation and review conversations from advertisements or broadcast workflows.
Use AI features
Work with AI labels, AI properties, AI-agent stages, reply rephrasing, and human handoff.
Manage customer details
Maintain profile data, follow-ups, tasks, and linked HubSpot records beside the chat.
Fix a problem
Resolve missing chats, unavailable controls, disconnected numbers, expired messaging windows, and empty results.
A typical Team Inbox workflow
1
Open the queue that matches your work
Start with All conversations, Assign to me, Unassigned, Closing window, an AI label, or another list available to you.
Add image here: Add a screenshot showing the Lists panel with the available queues. Save it as
/images/team-inbox/overview-open-queue.png.2
Narrow the list
Search by customer name or phone number. Use Channels, Assignee, or All filters when the queue is still too broad.
Add image here: Add a screenshot showing Search conversations and the three filter controls. Save it as
/images/team-inbox/overview-search-filter.png.3
Open and understand the conversation
Review the source badge, owner, WhatsApp timer, message status, sender names, attachments, and system events before replying.
Add image here: Add a screenshot showing an open conversation and its main indicators. Save it as
/images/team-inbox/overview-open-conversation.png.4
Take ownership when needed
Use Assign in the conversation header. If you are reviewing a multi-number conversation, use View to choose the synchronized history you want to see.
Add image here: Add a screenshot showing the View and Assign controls in the conversation header. Save it as
/images/team-inbox/overview-assign-chat.png.5
Reply with the right sending method
Send a normal reply while the 24-hour WhatsApp Business API window is open. When it is closed—or when starting a new API conversation—send an approved template.
Add image here: Add a screenshot showing an open WABA composer and the Send template control. Save it as
/images/team-inbox/overview-reply-method.png.6
Keep the next action with the customer
Open customer details to update AI properties, add a follow-up or task, or work with the linked HubSpot contact.
Add image here: Add a screenshot showing Profile, Follow-up, Task, and HubSpot. Save it as
/images/team-inbox/overview-customer-details.png.Important availability rules
- WhatsApp source: Some controls apply only to WhatsApp Business API (WABA) conversations, while app-synced conversations use the regular message composer.
- Role and access: Assignment, favorites, new chats, saved views, acquisition lists, AI labels, AI agents, broadcasts, and editable customer properties can be limited by role or permission.
- Mapped channels: A member can only see channels made available through Team Inbox access and number mapping.
- Plan: AI labels, AI profile intelligence, and AI-property features require an eligible plan. Free and Starter workspaces do not show those AI sections.
- Connected integrations: HubSpot tools appear only when HubSpot is connected. A disconnected WABA can still show history but cannot send replies until it is reconnected.