Shared Inbox

Handle every conversation as a team — filter by Mine, Unread, Important, Archived, Blocked or Resolved, reply or add notes, translate, rewrite with AI and set follow-ups.

The Shared Inbox is where you and your team chat with customers live — WhatsApp, Facebook, Instagram, Telegram and Webchat in one place. Everyone sees the same conversations, so nothing gets missed or answered twice.

Shared Inbox — filter icons on the far left, conversations next to them (customer details blurred)

The layout#

Far left — filter icons: Mine, All, Important, Unread, Archived, Blocked, Resolved, and inbox settings.
Conversation list: search box ("Type and submit to search"), the filter button for more conditions, and reload. Each chat shows the channel/account it came in on and its delivery status.
The chat: messages from customers, the bot, AI and agents, plus the composer.
Customer info: toggle the side panel for labels, custom fields, notes, assigned agent and sequences.

Everyday actions#

Action	How
Reply	The Reply tab in the composer
Internal note	Switch to the Note tab — customers never see it
Send a template	Required when the 24-hour window is closed
Attach a file or record audio	Composer icons
Assign a chat	From the customer info panel → choose a teammate
Follow up	Set a follow-up reminder to come back to the chat later
Pause the bot / AI	From the customer's profile, or automatically via Bot Settings → Shared Inbox
Resolve	Mark as resolved when done; it reopens if the customer writes again

AI helpers#

Translate a customer message or your reply (useful for Malayalam ↔ English).
Rewrite with AI to make your draft clearer, friendlier or more formal.

The 24-hour window#

The inbox shows whether the customer service window is open. When it's closed, you can only send templates. See WhatsApp pricing.

Tip

Agree on two rules with your team: reply only to chats in Mine, and resolve when finished. Unread and unassigned chats then become a reliable to-do list.

Need help? Email support@wably.in with a screenshot and your WhatsApp number — we're happy to help.