Team Inbox

The Inbox is where your whole team reads and answers WhatsApp conversations together. Every chat with your WhatsApp number lands here automatically — whether it started from a campaign, an automation, an opt-in form, or someone simply messaging your number. You can filter by who owns a chat, assign conversations to teammates or teams, snooze what can wait, archive what’s done, and take over from the AI agent with one click.

Note

Each workspace has exactly one WhatsApp number, and the Inbox shows the conversations of that number. New messages appear automatically — you don’t need to refresh the page.

The layout at a glance

The Inbox has four columns (on smaller screens the outer ones fold away):

1. Folder rail (far left) — who you’re looking at: All conversations, Unread, Assigned to me, Unassigned, plus one view per team and per teammate, and Archived at the bottom. Every view shows a live count.
2. Conversation list — the chats inside the selected view, with the Open / Later tabs, a search box (Search name or number), the last message preview, timestamps, an unread dot, and a small chip showing who the chat is assigned to.
3. Chat thread — the actual conversation, WhatsApp-style, with the composer at the bottom.
4. Contact panel (far right) — details about the person: notes for your team, purchase and appointment history, and attributes like opt-in status and the message window.

Views: who owns what

The folder rail scopes the list by ownership:

• All conversations — every active chat in the workspace.
• Unread — chats where the contact sent the last message and nobody has replied yet. The count is highlighted so you can work it down to zero; it clears as soon as someone answers.
• Assigned to me — your personal queue.
• Unassigned — chats no person and no team owns yet. In most teams this is the shared “to triage” pile.
• Teams — one view per team you created under Settings → Team. A chat assigned to the Support team shows up here for every member of that team.
• Teammates — one view per person, so a lead can see at a glance how full each colleague’s queue is.
• Archived — everything marked as done. Nothing is deleted; unarchive any chat at any time.

Statuses: Open, Later, Archived

Within a view, every conversation is in one of three states:

• Open — needs attention now. New conversations start here.
• Later — snoozed. Use the Snooze button in the chat header for chats that can wait (e.g. “customer will get back to us next week”). They live under the Later tab so your Open tab stays a true to-do list. If a snoozed contact writes again, the chat stays under Later but shows up as unread there.
• Archived — done. Click Archive in the chat header when a conversation is resolved. Archiving doesn’t delete anything: if the contact writes again, the new message appears on the chat in the Archived view with an unread marker — click Unarchive to bring it back into the active tabs.

Assigning conversations

Use the assignment dropdown in the chat header (it shows Unassigned until you pick someone) to hand a conversation to a Member or a Team:

1. Open the conversation.
2. Click the assignment dropdown in the chat header.
3. Pick a person under Members or a group under Teams — or Unassigned to release it back to the shared pile.

The chat immediately moves into that person’s or team’s view in the folder rail, and a small initials chip appears on the conversation row so everyone can see who owns it (team assignments are marked with a ⌂ symbol). Teams are created and staffed under Settings → Team.

Tip

A simple triage routine that works for most teams: everything new starts in Unassigned; whoever triages assigns each chat to a person (or a team like Support or Sales); each teammate then works only their Assigned to me view.

Replying — and the 24-hour window

WhatsApp only allows free-form replies within 24 hours of the contact’s last message to you. The chat header always shows where you stand: a green 24h open badge, or a grey window closed badge.

While the window is open you have the full composer:

• Write a message… — free text. Press Enter to send, Shift+Enter for a new line.
• 📎 — attach a photo, video, audio file, or PDF document.
• 😊 — emoji picker.
• 🛍️ — send a Shopify product card with a buy link (only useful once you’ve connected your store under Integrations → Shopify).
• 📋 — send an approved template even inside the window, e.g. to reuse a polished standard answer. Pick the template, fill in any placeholders, and hit Send.

When the window is closed, the free-text field disappears and you’ll see: “The 24h window is closed — you can only send an approved template.” Choose one of your approved templates from the dropdown, fill in the placeholder fields, and send. The moment the contact replies, the window reopens for 24 hours and free texting returns. Learn how to get templates approved under Templates.

Outgoing messages show WhatsApp-style ticks: ✓ sent, ✓✓ delivered, and blue ✓✓ when read. A ⚠ means the message failed. If the contact reacts to a message with an emoji, the reaction appears as a small badge on that message.

Caution

Contacts who opted out (e.g. by replying STOP) are labelled Opted out. You may still answer them inside an open 24-hour window — that’s a service reply — but templates, campaigns, and automations are blocked for them. If their window is closed too, the composer is disabled entirely. They can opt back in by replying START or going through your opt-in flow again — see Opt-in.

The contact panel: notes, history, details

On wide screens the right-hand panel shows everything your team knows about the person:

• Notes — internal comments only your team sees, e.g. “called yesterday, wants to buy”. Type into the note field and click Add note; each note shows its author and time. Hover a note to Delete it. When you assign a chat, this is the place to leave context for the person taking over.
• History (dossier) — recorded purchases, booked and attended appointments, refunds.
• Attributes — phone number, opt-in status, conversation status, source, whether the 24h window is open, last inbound message, and when the contact was added.

Click Open full profile to jump to the contact’s page with tags, segments, and the full record.

AI-agent conversations and human takeover

If your AI sales agent is switched on, chats it is currently handling show a 🤖 Bot active badge in the chat header. Only one “owner” talks to a contact at a time — either the AI agent or a human — so you never talk over each other.

Taking over works two ways:

• Click 🤖 Bot active — the badge switches to 🙋 Taken over · Resume bot and the AI agent goes quiet for this contact. You now own the conversation.
• Just reply — sending any manual message automatically pauses the AI agent for this contact. Nybero treats a human reply as a takeover.

When you’re done, click 🙋 Taken over · Resume bot to hand the conversation back to the AI agent. More on this in Handover.

Next to the bot badge you can also record the outcome of a conversation: click Conversion and choose Purchase completed (optionally with an amount), Appointment booked, or Mark as lost. Converted chats show a green ✓ Converted badge and feed your dashboard stats.

Worked example: a support team of three triages the morning

Anna (team lead), Ben, and Carla run support for an online shop. Ben and Carla are grouped into a Support team under Settings → Team.

1. At 9:00, Anna opens the Inbox and clicks Unread — 14 new conversations came in overnight.
2. She works through them from the folder rail’s Unassigned view: order questions get assigned to the Support team via the assignment dropdown; one chat about a bulk order she assigns directly to herself.
3. Two customers wrote “I’ll check with my partner and get back to you” — Anna opens each and clicks Snooze. They move to the Later tab and stop cluttering the Open list.
4. Ben and Carla each open their Support team view and pick chats from the top. Ben opens one where the header shows 24h open, types the answer into Write a message…, attaches the return-label PDF with 📎, and hits Enter.
5. Carla opens a chat where the header shows window closed — the customer last wrote three days ago. She picks the approved order_update template from the 📋 dropdown, fills in the order number placeholder, and sends it. Minutes later the customer replies, the badge flips to 24h open, and she continues in free text.
6. One chat shows 🤖 Bot active — the AI agent has been qualifying a lead. The customer asks a detailed billing question, so Carla simply types her answer; the agent pauses automatically and the badge flips to 🙋 Taken over. She adds the note “billing edge case — invoice resent manually” for the team, answers, then clicks Resume bot.
7. Resolved chats get Archive. By 10:00 the Unread counter is at zero and Open only contains chats that genuinely need a human.

Who can do what in the Inbox

What you can do here depends on your role (see Team settings):

• Admin and Agent can reply, assign, snooze, archive, and write notes.
• Viewer can read conversations but not act on them.