The Team Inbox is where every customer conversation from every connected channel lands. This article shows you how the screen is laid out so you can find the right conversation quickly.
Messages from WhatsApp Business API, Instagram, Messenger, Email, Live Chat (website widget), Telegram, LINE and Twilio arrive as conversations in the same list. Each conversation shows the channel icon, the contact name, the last message and the time. Your team replies from the same screen, whatever the channel.
Each connected channel is an inbox. Team members see the inboxes they have been added to. The number of inboxes depends on your plan.
Screenshot: the Team Inbox with the conversation list on the left, an open conversation in the middle and the contact panel on the right
At the top of the list you can switch between:
Combine these with a status filter and the search box to narrow the list.
Every conversation has one of four statuses:
Change the status from the menu in the conversation header. See "How do conversation statuses, resolve and reopen work?" for details.
If an AI agent is assigned to an inbox, it replies to incoming messages on that inbox. The contact panel shows whether the AI is active on a conversation, whether it has handed off to a human, or whether a team member paused it manually. You can take over at any time by replying yourself.
Exact options may differ by plan.