Navigate the inbox
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Updated: Apr 27, 2026
The three panes, conversation tabs, filters and search.
Quick answer
The inbox has three panes: conversations on the left, the open chat in the middle, customer details on the right. Tabs split the list into All, Inquiring (unclaimed) and Ongoing (owned). Search and filters sit above the list.
Where to find it: Chat inbox in the sidebarOpen page
The three panes
- Conversation list (left): every chat, newest activity first, with unread counts.
- Chat (middle): the conversation itself, with the composer at the bottom.
- Contact panel (right): the customer’s profile, tags, notes and activity.
Conversation tabs
- All: every conversation.
- Inquiring: new conversations no one has picked up yet. This is the queue to keep empty.
- Ongoing: conversations claimed by or assigned to an agent.
Finding a conversation
- Search matches contact names, phone numbers and message text.
- The filter button narrows by assignee, tag or unread state. Selected filters appear as removable chips above the list; clear a chip to widen the view. No filters selected means you are seeing everything.
- Unread conversations show a count badge and stay prominent until opened.
Inside a chat
Messages render exactly as customers see them on WhatsApp, including images, voice notes, documents, locations and reactions. Delivery state shows under each outgoing message: pending, sent, delivered, read, or failed.
Tip The chat header shows whether the 24-hour window is open. When it closes, the composer offers templates instead of free text. Background in Understand the 24-hour conversation window.
Still stuck?
Raise a ticket or chat on WhatsApp. We typically reply within 24 hours.