How it works
When you’re On Queue, the system offers you conversations one by one. You see the ones you’re handling, accept the new ones and work without having to search: what needs a reply appears at the top.The inbox shows your work (your active conversations and the ones awaiting a reply), not an endless history. To search for old conversations or others’, use the search bar and filters.
Responding
From the reply box you can send:Text and emojis
Files and media
Images, videos, audios and documents.
Quick replies
Saved messages you reuse with a shortcut.
WhatsApp templates
To start or reopen a conversation outside the 24-hour window.
Internal notes
Leave notes that only your team sees, not the customer. They’re useful to give context, coordinate or keep a record. You can @mention a teammate to alert them.Closing a conversation
When you’re done, you close the conversation. If your team has it set up, on closing you choose a wrap-up code —for example, “Resolved” or “No reply”— to record how it ended. Those codes feed your reports.Useful details
- Awaiting reply: marks a conversation when the ball is in the customer’s court. It helps distinguish what’s waiting on you from what’s waiting on them.
- Handling time: each conversation shows how long you’ve been on it since you accepted it.
- Contact profile: to the side you see who they are, their channels and their history, without leaving the conversation. See Contacts.
Continue
Routing and queues
Statuses, offers, capacity and transfers.
Social comments
Respond to comments on Facebook and Instagram.