Day to day

Inbox & customers

One live inbox for every conversation on every channel — watch the agent work, take over with a keystroke, and hand back when you're done. Customers is the quiet directory next to it.

Opening the Inbox

Sidebar → Inbox — it opens in its own browser tab, full screen, built for a team working chats all day. Chats refresh live, and teammates see presence: "{name} is looking at this / is replying".

Finding your way

Tabs: Chats (everything) · Waiting (customer waiting on a reply) · Unread · Mine (assigned to you) · Done · Payments (transfers to verify) · Contacts.
Search — "Search chats, numbers, tags".
Row pills tell the state at a glance: unread count, "Payment" when a transfer needs checking, how long someone has been waiting, who owns the chat — or "Needs a human" when the agent stepped aside and nobody has picked it up.
Row actions: pin to the top, mark it done, mark unread for me.

While the agent handles a chat the reply box is locked and says so: "The agent is handling this chat. Take it over to reply yourself — the agent stops until you hand it back." Press Take it over and the chat is yours; the agent will not say another word until you press Give back to the agent — or, if you forget, it quietly resumes after 6 hours.

Reply vs Note — the composer has two modes. Reply goes to the customer; Note is for your team only, and the destination line above the box always tells you which ("→ {number}" or "→ your team only").
Saved replies — save the lines you retype, give each a shortcut, then type / in the reply box to insert one.
The 24-hour rule — WhatsApp only allows free-form replies within 24 hours of the customer's last message. The Inbox shows how much of the window is left, and locks typing when only an approved template would be accepted — so nothing you write can silently fail.
Keyboard first — j/k move between chats, r reply, n note, t take over, Ctrl+Enter send. Press ? for the full sheet; on a phone every shortcut has a button.

Details, tags and customer notes

Details on any chat shows the contact, who is handling it and the free-reply window, plus tags (colour-coded, shared across the team) and notes about this customer — sizes, preferences, anything worth remembering. The agent's own memory of the customer shows up on the Customers page too.

Payments tab

Advance transfers land here for checking: the slip screenshot, what the slip claims, what you asked for, the reference and method — with the honest warning that "a screenshot is easy to fake — check your bank before you approve." Type how much actually arrived, then Money received or Not received. The verified amount is what reduces the cash the courier collects. (The same queue, minus the amount box, is on Dashboard → Payments.)

Contacts

+ Add contact saves a number and a name. WhatsApp does not let a business open a chat first — saving someone makes them searchable, and the chat starts the moment they message you.

Customers — the directory

Dashboard → Customers is the quiet, read-only view: everyone the agent has talked to, with a Customers tab (name, number, chats, the agent's remembered notes) and a Conversations tab (channel, handled by AI or you, order state, last activity). It exists for looking things up — conversations are answered in the Inbox.

Good to know

A half-typed reply stays in the box when you switch chats and come back — drafts survive per conversation.
If a teammate answered while you were typing, your draft is kept and the Inbox tells you — check what they said, then send yours if it still applies.
Teammate presence is live: you can see who is looking at a chat and who is mid-reply, so two people never answer the same customer.