Skip to content
IconEngage

Inbox

Answer customers together: views, assignment, replies, templates, notes, tags and the customer panel.

  1. Inbox overviewFind your way around the Inbox, its three panes, the conversation header and the notices it shows when the live connection drops.
  2. Inbox views, filters and searchLearn exactly which conversations each Inbox view shows, how to narrow the list with filters, and how to search message text.
  3. Reply to a conversationWrite and send replies from the Inbox, add emoji, attachments and products, and deal with a message that failed to send.
  4. The 24-hour window and templatesUnderstand WhatsApp's 24-hour customer service window, read the countdown in the Inbox, and send an approved template when the window is closed.
  5. Take, give back and hand over conversationsTake a conversation so your team knows you're answering it, give it back, or hand it to a colleague with a note.
  6. Saved repliesInsert your team's ready-made answers into a reply with a slash shortcut, and create, edit or delete them in Settings.
  7. Internal notesLeave private notes on a conversation for your team, and edit or delete the notes you wrote.
  8. Conversation tagsLabel conversations with your organisation's conversation tags, filter the Inbox by them, and learn how they differ from contact tags.
  9. Resolve and reopen conversationsMark a conversation resolved when it's done, reopen it if needed, and understand how Resolved differs from Closed.
  10. The customer panelUse the panel beside a conversation to see who the customer is, their custom fields and external profile, carts and orders, conversation details and where the conversation came from.
  11. AI copilotUse the AI copilot beside a conversation to summarise it, detect the customer's intent, draft replies from your knowledge, translate messages and search your knowledge bases.
  12. Keyboard shortcutsMove through the Inbox, reply and search without the mouse, and turn single-key shortcuts off if they get in your way.
  13. Team workloadWatch queue depths, agent load and conversations close to their response target on the live supervisor board, and route a waiting conversation by hand.
  14. Conversation historyBrowse a plain list of every conversation and its messages, and reply from it, without the Inbox's assignment and team tools.
  15. Mute notificationsFind out where you can mute conversation notifications: in the IconEngage mobile app, not the web app.

Still need help?

Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.