Shared Inbox

The Shared Inbox is the centralized workspace where your team views, manages, and responds to every customer conversation coming in over WhatsApp. Multiple team members can work from it at once — each conversation can be filtered, assigned, labeled, and tracked so nothing gets answered twice or missed.

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Inbox filters

At the top of the Shared Inbox, switch between views to narrow down which conversations you see: For example, Priya is a support agent with 20 assigned customers. When she selects Mine, she only sees those 20 conversations — not the rest of the team’s chats.

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The conversation list

The left panel lists every conversation matching the 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. Select a row to open the full chat history.

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Conversation options

The ⋯ menu on each conversation gives you Mark As Read, Mark As Unread, Mark As Archived, Mark As Resolve, Block User, Clear Chat History, and Delete Subscriber. After resolving a customer’s issue, mark it Resolved and then Archive it so it’s out of the active inbox but still available for reference later.

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Shared Inbox settings

Click the Settings (⚙️) icon at the bottom-left of the Shared Inbox sidebar for:

• Filter Channel & Account — show only conversations from one WhatsApp number. If your business runs Sales, Support, and Billing numbers, choose Support to see only those chats.
• Follow-up List — every scheduled follow-up reminder in one place; view, edit, complete, or track them.
• Enable Notification — turn desktop notifications on or off for new incoming messages.
• Groupchat Settings (Beta) — settings for group chat conversations.
• Dark Mode — switch the Shared Inbox between Light and Dark mode.
• Add WhatsApp Subscriber — manually add a new contact without leaving the inbox, e.g. when a customer calls in and shares their WhatsApp number first.
• Install App — install ChatSyncs as a desktop/mobile app (see Install ChatSyncs as a mobile app below).
• Logout — securely sign out, useful on a shared computer.

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The chat window

The center panel shows the full conversation: message history, delivery and read status, and the ability to send text or receive images, documents, videos, and location messages. A bar above the chat shows the customer’s Customer Since date, Last Seen time, Language, Country, and Time Zone — context for the agent before they respond.

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Message composer

Beyond plain text, the composer can Send Flow or Message Template, insert a Canned Response, attach a File, add Emojis, use AI Assistance, or send a Voice Message. If a customer asks “Can you send your price list?”, instead of typing it out every time, the agent picks a saved Canned Response and sends it instantly.

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Task reminder cards

A conversation can also contain New Task cards — reminders from a connected CRM (e.g. Twenty CRM) about a task tied to that customer. Each card shows the task title (e.g. “Send Bali November quote & assist booking”), its Due date, an Open Twenty CRM to pick it up link, and a Got It button to acknowledge it. Tapping Got It clears the reminder without leaving the conversation.

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Chat Actions panel

The right panel is the Chat Actions panel — everything for managing the customer behind the open conversation.

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Quick Actions

One-click shortcuts: Pause Bot, Pause AI, Google Meet, Custom Field, Assign Agent, Messaging Window, Add Label, Add Note, and Start Flow.

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Customer Snapshot

A quick summary: the customer’s Email, Last Seen time, which Bot Name/number the conversation came through, and the Assigned Agent.

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Engagement Score

An overall score plus Messages Sent, Replies Received, Broadcast Opened, and Interaction Rate — a quick read on how engaged this customer is.

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Messaging Window

Shows whether the conversation is inside or outside WhatsApp’s 24-hour customer service window. Once it shows Outside 24H Window, you need an approved Message Template to message the customer again — a plain text reply won’t go through.

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Automation & Flow

• Assigned Agent — assign or reassign the conversation to a team member. If Rahul is unavailable, reassign the chat to Priya so she can continue the support.
• Labels — tag the conversation to organize it, e.g. New Lead, VIP Customer, Payment Pending, Follow Up, Sales.
  
• Message Sequence — assign an automated follow-up Follow-up Sequences to the customer. For example, a customer who downloads a brochure can be started on a 5-day follow-up sequence.
  
• Assigned Custom Fields / Custom Fields — attach predefined custom fields (e.g. Product Interest, Budget, Preferred Language) or other customer-specific data (Company Name, Order Number, Lead Source) to this conversation.
• Customer Journey — the customer’s subscription status and opt-in source.
• Notes — internal notes visible only to your team, never to the customer, e.g. “Customer requested a callback tomorrow at 10 AM. Interested in Premium Plan.”
• View Full Profile — opens the complete customer profile with full interaction history.

Real example — an order-tracking conversation with all four pieces filled in at once:

• Customer Journey — Status: Subscribed (2nd Jul 26 09:46), OPT-IN Through: DIRECT.
• Custom Fields — Customer name: Rahul Sharma, Estimated Delivery: Mumbai, Order ID: Lakshit Ukani, Product: Delivered, Status: Shipped, Tracking ID: TRK654321.

With this filled in, an agent opening the conversation can see the customer’s order status and tracking number at a glance, without asking the customer to repeat themselves or looking it up in a separate system.

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Follow-up reminders

Set a reminder to come back to a conversation later: 1 Hour Later, 6 Hours Later, 12 Hours Later, 24 Hours Later, or Pick a Date & Time. If a customer says “I’ll decide tomorrow,” set a 24 Hours Later reminder so the system prompts you to follow up. All scheduled reminders are visible together from Settings → Follow-up List.

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Install ChatSyncs as a mobile app

ChatSyncs can be installed as a Progressive Web App (PWA) on both Android and iPhone for faster, app-like access to the Shared Inbox — no separate app store download needed. Each platform has its own step-by-step guide:

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Frequently asked

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Learn From a Use Case

• Availability-Based Conversation Assignment — view the assigned conversation and confirm the Assigned Agent after Round Robin picks one.