Introduction to Shared Inbox in ChatSyncs
What the Shared Inbox is and how its three panels work together for a team handling WhatsApp conversations.
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.
The three panels#
- 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.
What's covered in this section#
Narrow the inbox down to one number, one status, or your own chats.
Tag, sort, and find conversations fast.
AI help while replying to a customer.
Hand conversations between teammates cleanly.
Reply faster with saved responses and files.
Never forget to circle back to a customer.
Keep customer context right inside the conversation.
The internal team groupchat widget, dark mode, the Follow-up List, and more.
Frequently asked#
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