Answering as a team without stepping on each other
How the shared inbox works, what assigning is for, and what each person on the team sees.
The problem a shared inbox solves is not technical, it is coordination: two people answering the same thing, or both assuming the other one did.
One inbox for every channel
Messaging → Chat receives conversations from every connected channel, sorted by activity. There is no WhatsApp inbox and a separate Instagram one: there are conversations, and each shows how it arrived.
The whole team sees the same inbox. That is on purpose: when someone takes the day off, their conversations are not locked inside their account.
Assigning
Assigning a conversation to a person is how you say “I have got this one”. It is what prevents two simultaneous replies, and what lets everyone see what is theirs when they look at the inbox.
Assigning is not a lock: the conversation stays visible to everyone else, and anyone can step in if needed. It is a coordination signal, not a permission.
It helps to agree as a team on what it means: the simplest thing that works is assigning the conversation to yourself when you start answering it, and unassigning or reassigning when it moves to someone else.
Messages nobody has read yet
Each conversation carries its own unread count, and that count belongs to the conversation, not to you: if your colleague has read it, it stops showing as pending for the team. What matters is that the customer got an answer, not which of you opened the window.
Search instead of scroll
Once the inbox grows, scrolling stops working. Search runs against the server rather than what is loaded on screen, so it finds old things too: by contact name, by phone, or by what the message says.
What each role sees
Members and admins see the same conversations. The difference between roles is in the configuration — connecting channels, inviting people, changing pipelines — not in who can read what in the chat.
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