How to Use the Team Inbox
Apr 3, 2026·8 min read
The inbox is where your WhatsApp conversations actually live — one thread per customer, shared across teammates who have access. Here's how to move around without losing context.
Pick your channel and number
If your workspace has more than one WhatsApp number, choose the right channel / number first. Conversations are always tied to a specific line so nothing gets crossed between brands or regions.
Filters and search
Along the conversation list you'll find filters such as Active (threads still inside WhatsApp's messaging window for freeform replies), Unread, Favorites, and options that include saved lists when you use contact lists.
Search looks across your loaded conversations — handy when you remember a name or snippet but not which thread it was in. When search is active, it overrides the narrow filters so you can find a match anywhere in the list.
Assigning conversations
Conversations carry an assignee when your team uses assignment. That answers "who owns this right now?" so two people don't double-reply — or assume someone else already did.
Use your team's conventions (round-robin, by region, by product) and update assignment when you hand off.
Status: open, pending, solved
Statuses map to how your team tracks work — for example open for new work, pending when you're waiting on the customer, solved when you're done. Wadwin stores these on the conversation record so reporting and queues stay honest.
Notes and the thread
Internal notes (and tools like AI-assisted summaries where enabled) live alongside the chat so context stays on the contact, not in someone's personal notebook. That's the difference between "we tried that discount last month" living in one person's head vs on the record.
Contact info
The contact side panel shows who you're talking to — name, identifiers, labels, and fields your workspace uses. Updates there persist for the next teammate who opens the thread.
Keyboard shortcuts
Wadwin doesn't ship a separate "inbox shortcut cheat sheet" today — navigation is mostly point-and-click plus the usual browser habits (e.g. focusing fields when you tab). If we add global shortcuts later, we'll document them here.
Quick recap
- Select the right number / channel.
- Use filters for day-to-day triage and search to jump to a thread.
- Assign and set status so the team stays aligned.
- Use notes and contact fields so handoffs don't start from zero.
Need something that's missing? Tell us at support@wadwin.com — product feedback often starts as a support ticket.
Still stuck? Contact support