Assignment, status and notes
Three controls that let a team share one inbox without tripping over each other. All of them live in the details panel: the third column on desktop, the ⓘ button on mobile.
Who can do this
- Agent
- Admin
- Owner
Assignment
The Assigned row shows who owns the conversation, or Unassigned.
Select it to open the list of workspace members with their roles, then pick someone. Unassign puts it back in the pool.
Conventions that work:
- Assign to yourself as soon as you start replying. That is what stops two people answering the same customer.
- The Unassigned tab is the shared queue. Work from it.
- The Mine tab is your own list.
- When you hand over, assign first, then leave a note saying where you got to.
Removing a member does not delete their conversations. Reassign anything of theirs from here.
Status
The Status row cycles between three values:
| Status | Use it for |
|---|---|
| Open | Live, needs attention |
| Pending | Waiting on someone: the customer, a supplier, a refund |
| Closed | Done |
Each has its own inbox tab, so status is what keeps the All tab from turning into an unusable pile.
Status is yours to define, not Meta's. It does not affect the 24-hour window and it does not stop messages arriving: a closed conversation reopens in the list when the customer writes again.
Message window
The third row is read-only and shows Open or Closed. That is WhatsApp's 24-hour service window, not your conversation status. See the 24-hour service window.
Internal notes
The bottom half of the details panel, marked Notes and Team only.
The customer never sees notes. They are not sent to WhatsApp.
-
Type in the Add a note... box.
-
Select Add Note, or press Ctrl + Enter (⌘ + Enter on Mac).
Each note shows the author's initials, their name and when it was posted. Hover the timestamp for the exact date and time. Scroll up in the notes list to load older ones.
Notes are the right place for anything the next person needs and the customer should not read: what you already checked, the refund reference, why this one is sensitive.
Tags
Also in the details panel. Covered separately in tags.
Related
- The shared inbox
- The tabs and filters that make status and assignment useful.
- Tags
- Labelling contacts for filtering and campaigns.