> ## Documentation Index
> Fetch the complete documentation index at: https://reseller-docs.wamatrix.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage WhatsApp Customer Conversations in Team Inbox

> A shared inbox for your team to manage WhatsApp conversations, assign chats to agents, reply with canned responses, and track resolution status.

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.

## Inbox Views

The inbox is organized into four views so agents can focus on what matters most:

| View                  | What it shows                                           |
| --------------------- | ------------------------------------------------------- |
| **All Conversations** | Every open conversation across all agents               |
| **Assigned to Me**    | Conversations currently assigned to the logged-in agent |
| **Unassigned**        | New or unclaimed conversations waiting to be picked up  |
| **Resolved**          | Closed conversations for reference and quality review   |

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.

## 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.

## 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.

## 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.

## 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.

<Tip>
  Use the **Unassigned** view as a team queue during your daily stand-up or start-of-shift triage. Make it a habit for the team lead to ensure every unassigned conversation is claimed before the end of business — no customer should wait more than a few hours for a first response.
</Tip>