Team Inbox
Team Inbox Overview
Team Inbox is where your business manages WhatsApp conversations in Wemblo.
Instead of using one phone, your team can reply from a shared dashboard with proper assignment, notes, tags, and conversation history.
Main features
With Team Inbox, you can:
- View incoming WhatsApp messages
- Reply to customers
- Send media and files, if supported
- Assign conversations to agents
- Add internal notes
- Add tags
- View customer information
- Use approved templates
- Hand over from AI/chatbot to human staff
- Close or resolve conversations
Conversation status
Common statuses:
| Status | Meaning |
|---|---|
| Open | New or active conversation |
| Assigned | Conversation assigned to a team member |
| Pending | Waiting for customer response |
| Resolved | Inquiry handled successfully |
| Closed | Conversation completed or archived |
Assignment rules
Assign conversations based on inquiry type.
Examples:
- Sales inquiry → Sales agent
- Support issue → Support agent
- Payment issue → Admin or accounts team
- Complaint → Manager
- Sensitive case → Senior staff
Internal notes
Internal notes are visible to your team only. Customers cannot see them.
Use notes for:
- Customer requirements
- Follow-up details
- Pricing discussion
- Complaint history
- Special instructions
Best practices
- Reply as quickly as possible.
- Assign every important conversation.
- Use tags consistently.
- Add notes for important leads.
- Close conversations only after the matter is handled.
- Escalate sensitive cases to a manager.