Team Chats
Manage customer conversations in a shared inbox — assign agents, use quick replies, and collaborate with your team.
Your team's shared inbox for all WhatsApp customer conversations. Assign chats to agents, reply with quick templates, create tickets for follow-ups, and never let a customer message go unanswered.
In the app: Dashboard → Team Chats
Inbox Overview
The Team Chats inbox shows all conversations in one place:
| Section | What it shows |
|---|---|
| Conversation list (left) | All chats, filtered by status, assignee, or tags. Unread messages appear highlighted. |
| Chat view (center) | Full message history with the selected customer. Type replies, attach media, use quick replies. |
| Contact details (right) | Customer profile — name, phone, attributes, tags, opt-in status, and conversation history. |
Working with Conversations
Filtering and Finding Chats
Use filters to find the conversations you need:
- Status — Open, Closed, Pending
- Assignee — My chats, Unassigned, or a specific agent
- Tags — Filter by conversation tags (e.g., "Sales", "Support", "VIP")
- Search — Find chats by customer name or phone number
Assigning Conversations
Assign conversations so every chat has a clear owner:
- Manual assignment — Click the assign button and pick an agent
- Self-assign — Agents can claim unassigned chats from the queue
- Skill-based routing — If configured in Settings, incoming chats are automatically routed to agents with matching skillsets
Why assign?
Unassigned conversations risk being overlooked. Set up a process: either manual triage (a lead assigns chats) or skill-based auto-routing so every incoming message reaches the right person.
Replying to Customers
- Type a reply — Use the composer at the bottom of the chat view
- Attach media — Send images, documents, or videos from your Media Library or upload directly
- Quick Replies — Insert pre-written snippets with a shortcut (see below)
- Send Template — If the 24-hour window has expired, send an approved Template to re-open the conversation
24-hour window
WhatsApp allows free-form replies only within 24 hours of the customer's last message. After that, you must use an approved template to re-initiate the conversation.
Quick Replies
Pre-written message snippets that agents insert with a click or shortcut. Save time on common responses while keeping your messaging consistent.
Setting Up Quick Replies
- Go to Settings → Team Chat (or the Quick Reply library in Team Chats)
- Click Create and write the reply text
- Give it a descriptive name (e.g., "Greeting", "Order Status", "Shipping Info")
- Save — it's now available to all agents in the composer
Using Quick Replies
- In the chat composer, click the Quick Reply icon or type
/to search - Select the reply — it populates the composer
- Edit the text if needed (add the customer's name, order number, etc.) before sending
Personalize before sending
Quick replies are templates, not final messages. Always review and personalize (e.g., add the customer's name) before hitting send for a more human touch.
Creating Tickets from Conversations
When a conversation needs follow-up or escalation:
- Open the conversation in Team Chats
- Click Create Ticket
- The ticket is linked to the conversation and customer
- Track it in Tickets until resolved
This ensures nothing falls through the cracks — the conversation stays in Team Chats while the ticket tracks the action item.
Best Practices
How is this guide?