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The Shared Inbox is the one workspace where your whole team views, manages, and replies to every customer conversation coming in over WhatsApp.
  • Multiple team members can work from it at the same time.
  • Every conversation can be filtered, assigned, labeled, and tracked.
  • Nothing gets answered twice, and nothing gets missed.
ChatSyncs dashboard with Shared Inbox highlighted in the left sidebar, alongside Broadcasting, Sequence Messaging, and Webhook Workflow report widgets

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The three panels

Shared Inbox full layout showing the conversation list on the left, the chat window in the center, and the Chat Actions panel on the right
  • Left — the conversation list. Every conversation matching your current filter. Each row shows the customer’s name, profile picture, last message, message status, any labels, the date/time, and which bot or team member it’s assigned to.
  • Center — the chat window. The full conversation: message history, delivery/read status, and the composer for replying.
  • Right — the Chat Actions panel. Everything for managing the customer behind the open conversation — quick actions, labels, sequences, custom fields, notes.
Example: Priya opens the Shared Inbox, picks a conversation from the left panel, reads the history and replies from the center panel, then in the right panel checks the customer’s engagement score and adds a note before moving to the next chat.

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What’s covered in this section

Filter Conversations by Channel & Account

Narrow the inbox down to one number, one status, or your own chats.

Organize Conversations with Labels, Views & Search

Tag, sort, and find conversations fast.

AI Translation & Message Rewrite

AI help while replying to a customer.

Team Collaboration & Agent Assignment

Hand conversations between teammates cleanly.

Messaging Tools: Canned Responses, Templates & Attachments

Reply faster with saved responses and files.

Follow-up Reminders & Message Sequences

Never forget to circle back to a customer.

Managing Customer Data with Custom Fields

Keep customer context right inside the conversation.

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Frequently asked

Yes — that’s the whole point. Multiple agents work from it simultaneously, and assigning conversations to specific agents keeps them from answering the same customer twice.
The conversation list (left), the chat window (center), and the Chat Actions panel (right) — together they cover browsing, replying, and managing a customer in one screen.