What lands in the inbox
Every DM, including those answered by an automation, appears in Inbox. Automated replies are marked so a teammate can see what the customer already received. Conversations that an automation could not answer are flagged Needs reply.
Working as a team
- Invite teammates from Settings, Team. Owners, admins and agents have different rights; the number of seats depends on your plan.
- Assign a conversation to a person. Assigned chats show in their My queue.
- Saved replies: type / in the composer to insert one. Saved replies support variables like the customer's name.
- Notes are internal and never sent to the customer.
Leads and customer records
Each conversation has a lead panel on the right: phone, email, city, tags and a status (New, Contacted, Qualified, Won, Lost). Fill it as you chat; it becomes your customer list under Leads, exportable as CSV.
Questions
Can two people reply to the same chat?
Yes, but assignment makes it clear who owns it. The composer shows if a teammate is typing.
Does the inbox show comments?
Comment replies live under the automation that handled them. Conversations that started from a comment are marked with the post.
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