Using the Team Inbox

The Team Inbox is where all incoming WhatsApp conversations appear. Multiple agents can view, reply to, and manage conversations from the same number simultaneously. This guide explains how to use assignment, notes, and filters effectively.

Step-by-step setup

View the inbox

Open VGraple CRM and click Team Inbox in the left navigation. You see All conversations by default. Use the tabs to filter by Open, Assigned to Me, or Unassigned.

Assign a conversation

Open any conversation. Click the Assign button at the top of the chat. Select an agent or team from the dropdown. The assigned agent receives a notification.

Add an internal note

In any conversation, click the Note tab (next to Reply). Type your internal comment and click Add Note. Notes are visible only to your team and are highlighted differently from customer messages.

Use canned replies

When typing a reply, press the / key to open the canned replies menu. Start typing a keyword to filter. Click a reply to insert the full text, then edit if needed before sending.

Resolve a conversation

Once a conversation is complete, click Resolve at the top of the chat. Resolved conversations move out of the open inbox. They can be reopened if the customer replies again.

Common use cases

Sales team lead handling

Sales agents each handle their assigned leads. A senior agent adds internal notes with deal context so anyone covering for them can pick up seamlessly.

Support team shift handover

End-of-shift agents resolve completed conversations and add notes on open ones. The incoming shift sees exactly what was discussed and what the next step is.

Priority escalation

An agent identifies an upset customer, adds an internal note tagging the manager, and re-assigns the conversation. The manager is notified immediately.

Tips and best practices

+Use labels to categorise conversations by topic (Sales, Support, Billing) so your team can filter by what they specialise in.

+Set up auto-assignment rules in Settings to route incoming conversations to specific agents based on keywords or business hours.

+Encourage agents to resolve conversations when done rather than leaving them open indefinitely - this keeps the inbox clean and metrics accurate.

+Canned replies save the most time for FAQs. Create a library of 10-20 canned replies for your most common questions during the first week.

Frequently asked questions

Can two agents reply to the same conversation at the same time?

VGraple CRM shows a typing indicator when another agent is composing a reply in the same conversation. This collision prevention helps avoid duplicate replies. You should assign conversations clearly to prevent confusion.

Can customers see internal notes?

No. Internal notes are visible only to agents logged into VGraple CRM. Customers only see the messages sent to them in the Reply tab. Notes appear in a different colour inside the conversation view.

What happens when a customer sends a message to a resolved conversation?

The conversation automatically reopens and appears in the inbox as a new open conversation. The agent who last handled it may receive a notification depending on the notification settings.

How do I see all conversations, including resolved ones?

Use the filter dropdown at the top of the inbox to switch from Open to All or Resolved. You can search within resolved conversations by phone number, name, or message content.