> ## Documentation Index
> Fetch the complete documentation index at: https://docs.waply.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Navigate and manage conversations in the inbox

> View, assign, filter, and resolve conversations from WhatsApp, Instagram, Facebook Messenger, and Webchat in one shared inbox with full context.

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.

## 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.

<CardGroup cols={2}>
  <Card title="All conversations" icon="inbox">
    Every open conversation across all connected channels, visible to agents with inbox access.
  </Card>

  <Card title="Assigned to me" icon="user">
    Conversations explicitly assigned to your agent account, filtered from the full queue.
  </Card>

  <Card title="Team queue" icon="users">
    Unassigned or team-assigned conversations waiting to be claimed or escalated.
  </Card>

  <Card title="Resolved" icon="circle-check">
    Closed conversations you can reopen or reference at any time.
  </Card>
</CardGroup>

## Navigate the inbox

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.

<Tip>
  Use the keyboard shortcut `J` / `K` to move between conversations without reaching for the mouse.
</Tip>

## 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.

<AccordionGroup>
  <Accordion title="Filter by channel">
    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.
  </Accordion>

  <Accordion title="Filter by status">
    Choose **Open**, **Resolved**, or **Snoozed** to control which conversation states appear. By default the inbox shows only open conversations.
  </Accordion>

  <Accordion title="Filter by assignee">
    Filter to a specific agent or team. This is useful for team leads reviewing workload distribution or for agents covering a colleague's queue.
  </Accordion>

  <Accordion title="Filter by tag or label">
    If you use tags on contacts or conversations, you can filter to any tag — for example, show only conversations tagged **VIP** or **Billing Issue**.
  </Accordion>
</AccordionGroup>

## Assign a conversation

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

<Steps>
  <Step title="Open the conversation">
    Click the conversation in the list to open the thread panel.
  </Step>

  <Step title="Open the assignment panel">
    In the right sidebar, locate the **Assigned to** field near the top of the conversation details section.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Confirm the assignment">
    The assignee field updates immediately. The assigned agent receives a notification and the conversation appears in their **Mine** view.
  </Step>
</Steps>

<Note>
  Assigning a conversation does not prevent other agents from viewing or replying to it. Any agent with inbox access can still open and respond.
</Note>

## 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.

<Warning>
  Resolving a conversation does not delete it. The full history remains accessible in the **Resolved** view and on the contact's timeline.
</Warning>

## 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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="Write your note">
    Type your internal message. You can mention a teammate with `@name` to notify them directly.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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.

<Tabs>
  <Tab title="WhatsApp">
    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.
  </Tab>

  <Tab title="Instagram DM">
    The Instagram icon indicates a direct message conversation from an Instagram account connected to your Waply workspace. Replies are sent as Instagram DMs.
  </Tab>

  <Tab title="Facebook Messenger">
    The Messenger icon indicates the conversation originated from a Facebook Page message. Replies are sent via Facebook Messenger.
  </Tab>

  <Tab title="Webchat">
    The chat bubble icon indicates a conversation started via the Waply Webchat widget embedded on your website. Replies appear in the customer's chat window in real time.
  </Tab>
</Tabs>

## 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](/contacts) for details on the contact timeline.