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The Waply inbox brings every customer conversation — regardless of which channel it arrived on — into one place. Your team can see all open threads, pick up where anyone left off, and resolve conversations without switching between apps. Each conversation shows the originating channel, contact details, and full message history so you always have context before you reply.

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Inbox overview

When you open the inbox, you see a list of conversations sorted by most recent activity. Each row shows the contact name, channel icon, message preview, and the time of the last message. Unread conversations are bolded. Conversations assigned to you are highlighted separately from the general queue.

All conversations

Every open conversation across all connected channels, visible to agents with inbox access.

Assigned to me

Conversations explicitly assigned to your agent account, filtered from the full queue.

Team queue

Unassigned or team-assigned conversations waiting to be claimed or escalated.

Resolved

Closed conversations you can reopen or reference at any time.
The left sidebar lists your views: All, Mine, Unassigned, and any saved filters you have created. Click a conversation to open the thread panel on the right. The thread panel shows the full message history, contact details, and conversation actions.
Use the keyboard shortcut J / K to move between conversations without reaching for the mouse.

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Filter conversations

Use the filter bar at the top of the conversation list to narrow down what you see. You can combine multiple filters at once.
Select one or more channels — WhatsApp, Instagram DM, Facebook Messenger, or Webchat — to show only conversations from those sources. The channel icon on each conversation row also lets you identify the source at a glance.
Choose Open, Resolved, or Snoozed to control which conversation states appear. By default the inbox shows only open conversations.
Filter to a specific agent or team. This is useful for team leads reviewing workload distribution or for agents covering a colleague’s queue.
If you use tags on contacts or conversations, you can filter to any tag — for example, show only conversations tagged VIP or Billing Issue.

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Assign a conversation

Assigning a conversation routes it to the right agent or team and removes it from the general unassigned queue.
1

Open the conversation

Click the conversation in the list to open the thread panel.
2

Open the assignment panel

In the right sidebar, locate the Assigned to field near the top of the conversation details section.
3

Select an agent or team

Start typing an agent’s name or team name and select from the dropdown. You can assign to an individual agent or to a team, which makes the conversation visible to all members of that team.
4

Confirm the assignment

The assignee field updates immediately. The assigned agent receives a notification and the conversation appears in their Mine view.
Assigning a conversation does not prevent other agents from viewing or replying to it. Any agent with inbox access can still open and respond.

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Resolve and reopen conversations

Mark a conversation as resolved once the customer’s issue is closed. This moves it out of the open queue and keeps the inbox tidy.
  • Click the Resolve button (checkmark icon) at the top of the thread panel, or press E with the conversation open.
  • To reopen a resolved conversation, find it in the Resolved view and click Reopen.
  • Reopening a conversation moves it back to the open queue and notifies the assigned agent.
Resolving a conversation does not delete it. The full history remains accessible in the Resolved view and on the contact’s timeline.

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Add internal notes

Internal notes let you leave comments visible only to your team — not to the customer. Use notes to hand off context, flag issues, or document decisions.
1

Switch to the Notes tab

At the bottom of the thread panel, toggle from Reply to Note mode using the tab above the message composer.
2

Write your note

Type your internal message. You can mention a teammate with @name to notify them directly.
3

Submit the note

Press Send or hit Cmd + Enter. The note appears in the conversation thread with a distinct background color to distinguish it from customer-facing messages.

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Channel indicators

Each conversation is tagged with the channel it originated from. These indicators appear as small icons next to the contact name in both the list and the thread panel.
The WhatsApp icon (green phone bubble) indicates the conversation is on WhatsApp Business API. Replies sent here are delivered as WhatsApp messages. Template messages are required for outbound messages to contacts who have not messaged in the last 24 hours.

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View conversation history

Waply stores the full message history for every conversation. Scroll up in any thread panel to read earlier messages. You can also access the complete history across all conversations on the contact’s profile — see Contacts for details on the contact timeline.