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Docs / Omnichannel inbox / Using the inbox

Using the inbox

Search, assign, and reply to conversations.

Open a chat

Pick a conversation from the left list. The transcript loads with inbound, outbound, and notes. Failed sends show a red mark with the Meta reason.

Reply

Type in the composer. Shift+Enter for a new line. Attachments follow WhatsApp limits for image, audio, video, and documents.

Notes

Internal notes stay on the thread and are never sent to WhatsApp. Use them for handoffs.

Search

Filter by unread, assigned to me, label, or phone. Saved views keep your morning queue one click away.