Team Inbox Workspace & Navigation Overview

Summary

The Team Inbox (/dashboard/teamInbox) is the primary workspace for sales representatives, support agents, and managers in Wabixo. It transforms your verified WhatsApp Business line into a real-time, multi-agent communication center. The interface is engineered as a synchronized 3-column workspace that unifies conversation navigation, live messaging, and customer context into a single cohesive screen.

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The 3-Column Workspace Architecture

+-----------------------+---------------------------------------+-------------------------------+
|     LEFT PANEL        |             CENTER PANEL              |          RIGHT PANEL          |
|                       |                                       |                               |
|  Chat Navigation      |        Active Conversation Box        |      Customer 360° Sidebar    |
|  - View Modes (2)     |  - Conversation Header (Timer & Rep)  |  - Customer Identity          |
|  - Status Queues (8)  |  - Conversation Header (Timer & Rep)  |  - Custom Attributes (Edit)   |
|  - 24h Window Filter  |  - Live Message Thread (Direction)    |  - Tags & Labels Manager      |
|  - Tag Filter Bar     |  - Delivery Acknowledgment Ticks      |  - Stream (Internal Notes)    |
|  - Real-time Search   |  - Composer with Rich Text Formatting |  - AI Agent Notes Context     |
|  - '+ New Chat' Modal |  - AI Language Converter (14 Langs)   |  - AI Agent Followup (Nudges) |
|  - Thread Cards List  |  - Attachments, Voice, Quick Replies  |  - Closing Remarks & CSAT     |
+-----------------------+---------------------------------------+-------------------------------+

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1. Left Panel: Views, Queues & Filtering

The left navigation panel manages incoming conversation traffic, allowing agents to isolate high-priority chats, monitor department workloads, or locate specific customer messages.

View Modes

At the top of the sidebar, agents can toggle between two primary views:

• All Chats: Displays the complete organization-wide incoming and outgoing conversation feed. Access is controlled by the CanViewAllChats internal permission.
• Mine: Filters the feed strictly to conversations assigned directly to the logged-in agent. Access requires CanViewMyChats permission. Agents without permission to view all chats are automatically locked to this view.

Status Queue Tabs

Conversations are categorized into eight real-time lifecycle queues:

Queue Tab	Description
Open	Active customer conversations currently requiring human attention or an agent response.
Pending	Conversations on temporary hold or waiting for a customer response after an agent reply.
Unread	Conversations containing new incoming customer messages that have not yet been opened.
Solved	Completed and archived conversations closed by an agent or automated workflow rule.
Junk Open	Active conversations flagged as spam, promotional solicitations, or irrelevant traffic.
Junk Expire	Expired junk conversations whose 24-hour service window has elapsed.
Outreach	Inbound customer replies resulting from outbound marketing broadcast campaigns.
Template	Conversations initiated by sending pre-approved outbound utility or marketing templates.

24-Hour Service Window Filter

Agents can filter the conversation list according to the Meta 24-hour customer care session:

• Active: Conversations within the 24-hour window where standard, free-form text and media replies can be sent.
• Expired 24-48hr: Conversations where the customer last messaged between 24 and 48 hours ago. Re-engagement requires sending an approved template message.
• Expired 48++: Conversations where the session expired more than 48 hours ago.
• All Time: Unfiltered view displaying conversations regardless of window expiry status.

Tag Filter Bar (TagBar)

A horizontal bar of color-coded tag pills (e.g., #VIP, #Follow-Up, #Urgent). Tapping any tag instantly isolates conversations tagged with that label and displays live conversation counts.

Search & Proactive Outbound Chat

• Search Bar: Instant search querying customer names, verified WhatsApp profile names, phone numbers, and message body text.
• + New Chat Button: Opens the contact selector modal to initiate a proactive outbound message to an existing customer or a new phone number with international country code selection.

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2. Center Panel: Active Conversation Box

The center panel is your active communication stream and message composer.

Conversation Header Controls

• Customer Identity: Displays the customer's name, WhatsApp phone number (with privacy masking support if configured), and avatar.
• 24-Hour Window Countdown Timer: A real-time timer indicating the exact hours and minutes remaining before the WhatsApp customer service window closes.
• Agent Assignment Dropdown: View the currently assigned agent or click to reassign the conversation to another teammate or department group.
• Resolve Action: Clicking Resolve opens the closing remarks dialog to record notes and CSAT ratings before moving the conversation to Solved.

Message Stream & Delivery Acknowledgments

Every message bubble displays real-time delivery status ticks:

• Clock: Message is sending from the local client.
• Single Grey Checkmark (Check): Message successfully transmitted to Meta WhatsApp servers.
• Double Grey Checkmark (CheckCheck): Message successfully delivered to the customer's mobile device.
• Double Blue Checkmark (CheckCheck in Blue): Message opened and read by the customer.
• Red Alert Icon (AlertCircle): Delivery failed (e.g., invalid phone number or out-of-window policy violation).

Message Composer & Toolbar

The composer toolbar supports rich messaging and AI acceleration:

• Auto-Expanding Textarea & Draft Autosave: Text is automatically cached locally per chat ID so uncommitted drafts are never lost when switching conversations.
• WhatsApp Text Styling: Direct toolbar buttons and keyboard shortcuts for Bold (*text*, Ctrl+B), Italic (_text_, Ctrl+I), Strikethrough (~text~), and Monospace (`code`).
• AI Language Converter & AI Assist:
  • Translates, polishes, and corrects grammar across 14 supported languages: English, Hindi, Bengali, Tamil, Telugu, Kannada, Malayalam, Marathi, Gujarati, Punjabi, Odia, Assamese, Urdu, and Arabic.
• AI Recommends Suggestions: Generates one-click response recommendations with Concise and Detailed draft variants.
• Attachment Uploader: Send images, videos, audio clips, and PDF documents with support for captions up to 1024 characters.
• Voice Notes Player (CustomAudioPlayer): Listen to incoming voice notes directly inside the thread with scrubbable waveforms and playback speed controls.
• Slash Shortcuts (/): Typing / opens the canned quick replies popover to insert standardized responses instantly.
• Template Picker (TemplateSelector): Search and select Meta-approved message templates when replying outside the 24-hour service window.

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3. Right Panel: Customer 360° Sidebar

The right-hand panel gives agents complete context regarding the customer's profile, history, and internal team collaboration:

Customer Identity

• Displays verified WhatsApp profile name, customer phone number, and a direct inline Edit button to assign a custom business name.
• Followers Feature: Agents can toggle Follow to receive notification alerts whenever new messages arrive in that specific conversation.

Custom Attributes

• Displays organization-defined custom fields (e.g., City, Customer ID, Preferred Branch, Account Tier).
• Authorized agents can click the + button or the pencil icon to update attribute values in real time.

Tags Management

• View all color-coded tags currently attached to the conversation.
• Use the single-tag selector dropdown to add tags from the central library, or click the X on any badge to remove it.

Stream (Internal Notes)

• An internal collaboration stream for team notes and remarks.
• Agents can post private notes and handover remarks that are strictly internal and completely invisible to the customer on WhatsApp.

AI Agent Notes

• Contextual summaries and intent notes recorded automatically by the autonomous AI agent while handling earlier turns of the conversation.

AI Agent Followup (Nudge Audit)

• An audit log displaying automated follow-up nudges sent to the customer if they went idle during an interactive flow or inquiry.

Closing Remarks History

• A chronological archive of closing notes and Customer Satisfaction (CSAT) ratings (1 to 5 stars) recorded by agents who previously resolved inquiries for this customer.

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Mobile Responsive Navigation

When accessed on mobile screens or inside a webview:

1. The 3 columns collapse into a single-panel view.
2. Tapping any conversation card in the left list slides open the full-screen chatbox.
3. Tapping the Back Arrow (ArrowLeft) returns to the conversation list.
4. Tapping the User Info icon in the chat header slides open the Customer Details drawer.

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Related Articles

• Managing Chat Statuses & Queues
• Assigning and Transferring Conversations
• Sending Messages, Media & Internal Notes
• Using Quick Replies and Slash Shortcuts
• Understanding the 24-Hour Service Window
• Resolving Chats & Closing Remarks