The Conversations inbox is where your team handles every customer message, no matter which channel it arrived on.
Watch the walkthrough
The left panel groups your conversations so nothing slips through:
- All Conversations — everything across your connected inboxes.
- Mentions — threads where a teammate has mentioned you.
- Participating — conversations you’ve joined or replied to.
- Unattended — conversations still waiting for a first response.
At the top of the list, switch between Mine, Unassigned, and All to focus on the right queue. The row below narrows the list further: keep All to see everything, or pick Unread to see only conversations with customer messages you haven’t read yet. The conversation you have open stays in the list until you move on to another one, and the list remembers your last-used tabs the next time you come back. Open any conversation to read the full thread, reply, add private notes, assign it, apply labels, and resolve or snooze it when you’re done.
To keep a conversation in view, right-click it and choose Pin conversation. Pinned conversations sit at the top of the list for everyone in your account, up to three at a time. See Pinning conversations.
The details panel beside the thread shows everything about the customer — their contact details, past conversations, and any upcoming appointment (who it’s with, when, their phone number, and the video meeting link), so whoever picks up the chat has the full picture. If a customer edits a WhatsApp message they sent, the conversation updates to match, so you’re always reading what they actually said.
