Inbox and sales
Inbox queues, search and filters
The inbox splits conversations into four queues: Mine (your leads), Unassigned (no salesperson), Waiting (customer waiting for a reply) and All. Under Filters, you can sort by longest wait and filter by WhatsApp number, status and, for managers, by owning salesperson.
The four queues
| Queue | What it shows |
|---|---|
| Mine | Conversations with leads where you are the source salesperson. |
| Unassigned | Conversations with leads that have no salesperson, and conversations that haven’t become leads yet. They land here, for example, when nobody is available in the rotation or when the conversation started from the company phone. |
| Waiting | Open conversations where the customer had the last word and nobody has replied yet. |
| All | Everything that came in on the organization’s number (or numbers). |
Each queue shows how many conversations are open and how many are unread. The unread count is yours: what you’ve already opened no longer counts for you, even if a coworker hasn’t seen it yet.
The badges on each conversation
- Waiting: the customer sent a message and is waiting, still within the maximum time without a reply.
- Late: the wait has gone past the Maximum time without a reply set in Settings › Operations (default: 10 minutes). See Maximum time without a reply.
- New: nobody on the team has replied to this conversation yet.
- Unassigned or the salesperson’s name: who owns the lead.
The wait ends when someone on the team replies (from the dashboard or from the connected phone). The auto greeting doesn’t count as a reply, and neither does an internal note, because the customer doesn’t receive it.
Search for a conversation
Use Search conversations at the top of the list and type the contact’s name or phone number. Phone search works with part of the number (for example, the last few digits).
Filters
Click Filters. The button shows how many filters are active. The options:
- Sort by: Latest message (default) or Longest wait, which puts whoever has waited the longest at the top. Good for clearing the queue first thing in the morning.
- WhatsApp number: useful when the organization has more than one number connected (for example, one for sales and one for after-sales).
- Status: Open and resolved, Open or Resolved.
- Owning salesperson: for managers and owners only; shows the conversations of one specific person’s leads.
Clear filters resets everything to the default.
Sample routine
Example with fictional data. At Example Co., the manager opens the Waiting queue with Sort by › Longest wait at 9 a.m.: there are 7 conversations, 2 of them with the Late badge (customers who wrote overnight). He filters by Owning salesperson to see whether Ana’s queue is piling up and, in the Unassigned queue, finds 3 outreach conversations the team started from the phone. Each salesperson, in turn, works only in Mine.
Didn’t work? See…
- The Mine queue is empty, but leads are coming in: you may be paused in the rotation, or the lead may have been left unassigned. See Salesperson not getting leads.
- The Owning salesperson filter doesn’t show up: it’s for managers only. See Roles and permissions.
- Lots of conversations in Unassigned: check that there are active, unpaused salespeople in Lead rotation.
Frequently asked questions
What’s the difference between the Waiting and Late badges?
Both mean a customer is waiting for a reply. Waiting is still within the maximum time without a reply; Late has already gone past it.
Why is a conversation in Unassigned?
Because the lead has no salesperson: nobody was available in the rotation, the conversation started from the company phone (outbound), or it hasn’t become a lead yet. The first salesperson to reply gets the lead.
See the path from ad to sale in your WhatsApp.
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