Shared inbox

The shared inbox is where your whole team works every WhatsApp conversation in one place — so nothing slips and everyone can see who is handling what. Open it from the Inbox in the main menu.

Replying

Open any conversation to see the full history — including the AI's messages, which are clearly labelled. Type in the reply box to send a message as your team. When an agent is assigned to a chat, the AI steps back so it never talks over a human.

Assigning conversations

• Assign a conversation to a teammate so it's clear who owns it.
• Assigning yourself takes the chat off the AI and puts you in control.
• Unassign to hand it back — the assistant can resume where appropriate.

Conversation status

• Open — active and being handled.
• Handoff required — the assistant flagged that a human is needed (a viewing, a sensitive question, low confidence, or the customer asked for a person).
• Closed — resolved. It reopens automatically if the customer writes again.

Every lead captured in a conversation shows up on the contact panel beside the chat — see AI lead qualification for what gets captured.