Chats appears in the sidebar only when WhatsApp is enabled for your workspace and your role has the WhatsApp permission. An administrator configures the connection in Settings → Integrations → WhatsApp Business — see Integrations. For who gets the permission, see Roles and permissions.
What you can do in the inbox
- Browse and find conversations. The conversation list supports filters and search, and conversations carry states so you can tell what needs attention.
- Exchange rich messages. Supported message types include text, images, video, audio and voice notes, documents, stickers, and location.
- Reply, quote, and forward. Answer a specific message by quoting it, or forward messages where they need to go.
- See delivery status. Know whether your messages went through.
- Reassign conversations. Hand a conversation to another teammate when they’re better placed to answer.
- Start new chats. Use the contact directory to find a contact and open a conversation.
- Send template messages. Approved WhatsApp templates are how you initiate a conversation — WhatsApp requires a template to message someone who hasn’t written to you first.
Bot and human handoff
Conversations can be attended automatically, and a person can take over at any point. This lets routine questions resolve on their own while your team steps in for anything that needs judgment.Common tasks
1
Answer with a template
Open or start the conversation, choose one of your approved WhatsApp templates, complete any information it needs, and send. Use this whenever you’re initiating contact rather than replying.
2
Send a voice note
In an open conversation, record a voice note and send it — useful when a spoken answer is faster or clearer than typing.
3
Reassign a conversation
From the conversation, reassign it to another teammate. They pick it up with the full message history in place.