Team Inbox
The inbox is where your team answers customers. Every conversation from every WhatsApp number in the workspace is centralized there, updates in real time and is available to each agent according to their permissions.
Inbox layout
- The conversation list shows every chat with a preview, tags and status — filterable by Assigned to me, Unread, Starred and more.
- The chat window shows the full history with the contact, including messages sent by automations and campaigns.
- The details panel shows the contact's profile — fields, tags, groups — editable without leaving the conversation.
Assignment and teamwork
Every conversation can be assigned to an agent — manually from within the chat, or automatically using the method chosen in Settings (Round Robin, Least Busy or Manual).
- Internal notes — write a note inside the conversation that only the team sees; the customer never receives it.
- Emoji reactions — react to messages exactly like in WhatsApp.
- Starring and priorities — mark important conversations so they don't get lost.
- Agents with restricted permissions see only conversations assigned to them — useful for larger teams.
Sending messages: text, media and templates
- Free text — available within the 24-hour window from the customer's last reply (a WhatsApp rule).
- Approved templates — outside the 24-hour window, send a Meta-approved template; pick it from the template picker in the chat.
- Media — images, files and videos sent straight from the conversation, with previews.
- Voice notes — record a voice message in the browser and send with one click.
- Scheduled messages — write now, choose when it sends.
💡 With Coexistence enabled, messages sent from the WhatsApp Business app on the phone are synced into the inbox too, attributed to the agent the phone is assigned to.
Notifications
- Browser push notifications (Web Push) — enabled from Settings → Notifications.
- Mobile apps — oToK is also available as an iOS and Android app with full notifications.