Shared Inbox
Where customer replies from SMS and WhatsApp land today, and what the Shared Inbox app will add.
The Shared Inbox tile in the launcher is marked Coming soon. It will bring replies from every channel into one place, assigned to the people who answer them.
Where replies go today
Two-way SMS and WhatsApp conversations already work, inside Phone & Messages › Inbox:
- Each customer number is one conversation, matched to their record where possible.
- Assign a conversation to a teammate, reply, and close it when it is done.
- WhatsApp free-text replies work within 24 hours of the customer's last message; after that you send an approved template.
- A customer who sends STOP is added to your opt-out list.
See Inbox for how to set it up and use it.