Inbox
How to Use the WhatsApp Shared Inbox in Inaiy
Use the WhatsApp shared inbox in Inaiy to reply as a team: find chats with filters, take over from the AI, assign to a team or agent, and close when done.
Updated · 6 min read
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The WhatsApp shared inbox in Inaiy puts every customer chat from your WhatsApp numbers, Instagram, and Messenger in one list that your whole team can work from. Click Inbox in the left menu, pick a conversation, type in the reply box, and send. Use filters to find what needs a reply, Take over when the AI agent is answering, and Assign conversation so each chat has one owner.
Everyone sees the same conversations, so customers get one answer instead of three, and nobody replies from a personal phone.
Who this is for and what you need first
This guide is for agents who answer customers and the leads who manage them.
You need:
- A connected WhatsApp number. See connect WhatsApp Business API.
- A role that can view the inbox. Agents handle the conversations assigned to them; Managers and Admins can assign anyone.
- Teams, if you want to assign by team. Create them in Settings → Teams.
Steps to work in the WhatsApp shared inbox
1. Open the inbox and pick a conversation
Click Inbox. The left column lists conversations, newest activity first, with the channel icon on each avatar: green for WhatsApp, pink for Instagram, blue for Messenger. Type a name, number, or word in Search conversations (callout 1) to find a chat.
The icons above the search box:
- Select conversations: tick several chats to assign or label them at once.
- Show WhatsApp QR code: a code customers can scan to message your number.
- Filter conversations: narrow the list (step 3).
- Refresh conversations: reload the list.
Click a conversation to open it on the right. The header shows the customer, their number, who it is assigned to, and tags such as AI handling.
2. Take over from the AI agent
If an AI agent is set up, the bar above the chat says AI agent is handling this chat. To answer yourself, click Take over (callout 2 above). The bar changes to AI paused — you are in control, and the AI stops replying in this chat. Click Resume AI when you want the AI to continue.
3. Reply inside the 24-hour window
Type in the Type a message box (callout 2) and press Enter or click the send arrow. The buttons on the left of the box:
- Insert emoji.
- Suggest reply with AI: drafts a reply you can edit before sending.
- Attach file (+): images, video, documents, audio, templates, flows, saved replies, products, payment requests, and scheduled messages.
WhatsApp only lets you send free text within 24 hours of the customer's last message. After that, Inaiy shows More than 24 hours since the customer's last message. Click Send template (callout 1) and pick an approved template. Once the customer replies, the window opens again.
4. Filter the list
Click Filter conversations. Choose any mix of:
- Status: All, Open, Assigned, Pending, Closed, Unread, or Archived (callout 1).
- Lead source: Ad leads (CTWA), IG ad leads (CTIA), or Messenger ad leads.
- Assigned to: one agent, or all agents.
- Date: Today, Yesterday, Last 7 Days, Last 30 Days, or a custom range.
- Sorting: Latest Activity, Oldest, Unread First, or Name A–Z.
Click Apply Filters (callout 2). A number on the filter icon shows how many filters are on. Reset Filters clears them.
5. Open the conversation menu
Click the three dots at the top right of the chat. The menu shows the status and priority, then:
- Contact info, Labels, and Starred messages.
- Assign conversation (callout 1) and Route to queue.
- Pin conversation and Mute conversation.
- Archive conversation and Close conversation (callout 2).
6. Assign the conversation
Click Assign conversation. A panel opens: pick a Team first (callout 1), then optionally an Agent (callout 2) from that team. Click Assign at the bottom. The agent list stays greyed out until you pick a team, and a workspace with no teams shows only No team.
How to confirm it worked
- After you assign, the chat header shows the agent's name instead of Unassigned, and the chat appears under the Assigned status filter.
- After you take over, the bar reads AI paused — you are in control.
- After you send, your message shows on the right with ticks for sent, delivered, and read.
Common mistakes
- Typing a free-text reply after 24 hours. WhatsApp will not deliver it. Use Send template, then continue once the customer replies.
- Replying while the AI agent is still active. The customer may get two answers. Click Take over first, and Resume AI when you are done.
- Leaving chats unassigned. When nobody owns a chat, everyone assumes someone else has it. Assign it, or set up WhatsApp conversation routing to do it automatically.
Related guides
- Answer common questions faster with WhatsApp saved replies.
- Send new chats to the right team with WhatsApp conversation routing.
- Get templates ready for the 24-hour rule with WhatsApp template approval.
Frequently asked questions
Can several agents reply from the same WhatsApp number?
Yes. That is what the shared inbox is for. Everyone in the workspace who can view the inbox works from the same number, and each conversation shows who it is assigned to. Customers see your business name, not the agent's personal number, and every reply stays in the conversation history.
Why can I not send a normal message to a customer?
WhatsApp allows free-text replies only within 24 hours of the customer's last message. After that, Inaiy shows a notice above the reply box. Click Send template and choose an approved template, such as a follow-up. When the customer replies, you can send normal messages again for another 24 hours.
What is the difference between closing and archiving a conversation?
Close a conversation when the customer's question is answered; it shows under the Closed status filter and can reopen when the customer writes again. Archive moves it out of the main list into the Archived filter, which is useful for spam or chats you never need to see again.
Try it on your own number
Shared inbox, automation, campaigns and the API — free to start, no card needed.