How the shared team inbox works

The shared team inbox lets your entire team manage WhatsApp conversations from one place — no more passing phones around.

Overview

When a customer messages your WhatsApp Business number, the message appears in the shared inbox where any team member can:

• View the conversation
• Reply to the customer
• Assign it to a specific agent
• Add internal notes (invisible to the customer)
• Tag or categorize the conversation

Inbox layout

The chat view has three panels:

1. Left panel — Contact list with conversations (search, filter tabs)
2. Center panel — Message thread (the actual conversation)
3. Right panel — Contact info (profile, tags, custom fields, notes)

Filter tabs

At the top of the contact list:

• All — Every conversation
• Unread — Conversations with unread messages
• Mine — Conversations assigned to you

Real-time updates

The inbox updates in real-time via WebSocket:

• New messages appear instantly (with sound notification)
• Message status changes (sent → delivered → read) update live
• When another agent is typing, you'll see an indicator
• Assignment changes reflect immediately

Who can see what?

By default, all agents can see all conversations. You can restrict this with roles:

• Admin — Sees everything
• Agent — Sees only assigned conversations (configurable per role)
• Supervisor — Sees team conversations

Configure visibility in Settings → Roles → Permissions.

Tips for team collaboration

1. Assign conversations — Don't let messages sit unassigned
2. Use internal notes — Communicate with teammates without the customer seeing
3. Set availability — Toggle your status to "Away" when you're not available
4. Use canned responses — Pre-written replies for common questions save time
5. Tag conversations — Helps with reporting and follow-ups

Mobile access

The shared inbox is also available on the AIsoule mobile app (iOS & Android) with:

• Push notifications for new messages
• Swipe actions (mark read, pin)
• Voice note recording
• Media sharing