Manage WhatsApp Customer Conversations in Team Inbox

The Team Inbox gives your client’s support and sales team a shared view of all incoming WhatsApp conversations. Multiple agents can work simultaneously on the same WhatsApp number without stepping on each other — every action (reply, assignment, note) is visible to the whole team in real time.

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Inbox Views

The inbox is organized into four views so agents can focus on what matters most: All views update in real time — when a new message arrives or a conversation changes state, every agent sees it instantly without needing to refresh.

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Assigning and Resolving Conversations

Agents can assign a conversation to themselves with a single click, or route it to a colleague by selecting their name from the assignee dropdown. Conversations can also be assigned to a team (a group of agents) rather than a specific individual. When the issue is resolved, the agent marks the conversation as Resolved, which moves it out of the active queue into the Resolved view. If the customer sends a new message after resolution, the conversation automatically reopens and returns to the Unassigned view so it gets attention.

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Canned Replies

Admins can build a library of saved replies for questions the team answers repeatedly — pricing, return policies, opening hours, onboarding steps, and so on. Agents access canned replies directly from the reply box:

1. Type / in the reply field to open the canned reply search.
2. Type a keyword to filter the library.
3. Select a reply to insert it into the message field, where it can be reviewed and edited before sending.

Canned replies support variables like {{customer_name}} that auto-fill from the contact record, so the message is personalized without the agent having to type it manually.

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Notes and Internal Comments

Agents can leave internal notes on any conversation — visible only to team members, never sent to the customer. Notes are useful for:

• Providing context during a handoff (“Customer called earlier today, already confirmed their order number”)
• Flagging a conversation for a supervisor to review
• Recording next steps without cluttering the customer-facing thread

Notes appear inline in the conversation timeline with a distinct visual style so agents can easily distinguish them from sent messages.

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Notifications

Agents stay on top of their queue through multiple notification channels:

• Browser / desktop notifications — pushed to the agent’s device when a new conversation is assigned to them or when a customer replies to an assigned conversation.
• In-app notifications — surfaced in the notification bell inside WaMatrix, with a full activity log.

Admins can configure notification rules to control which events trigger alerts — for example, notifying only the assigned agent on replies, but notifying all agents when a new conversation arrives unassigned.