Working in one shared inbox
The Chats section is a single feed of every conversation from every connected channel. An operator doesn't need to open WhatsApp, Instagram, and the widget separately — a new message from any channel shows up here in real time.
Conversation statuses
Every conversation has a status that reflects where it stands:
- Open — a new conversation, or one with no recent activity.
- In progress — an operator is already replying to the customer.
- Waiting — the next reply needs to come from the customer, not you.
- Closed — the issue is resolved.
You can change the status manually on the conversation's card — it affects which filter the conversation shows up in for the team, and the reports in Analytics.
Assigning an owner
A conversation can have one responsible operator. Until it's assigned, the whole team sees it; once assigned, it's primarily handled by whoever it's assigned to. Assign it manually from the conversation's card, or set up automatic distribution — see Team roles and access.
Tags
Tags are free-form labels you can add to a conversation (for example, "hot lead," "complaint," "returning customer"). They're not tied to the status and don't interfere with it — use them to quickly filter conversations, either by hand or through the API.
If a conversation doesn't need a reply right now but it's too early to close it, switch it to "Waiting" instead of leaving it as "In progress." That way it doesn't get lost in the team's overall list of active conversations.
Archive
You can archive a conversation without closing it — it disappears from the main list but stays available through search and in the contact's history. Archiving doesn't change the status or affect analytics.