Summary
The multi-channel Team Inbox in Wati allows you to manage customer conversations from WhatsApp and Instagram in a single workspace. Instead of switching between platforms, you can view, organize, and respond to conversations from both channels in one place. Wati also supports linked chats, which help unify customer interactions across WhatsApp and Instagram when matching contact information is available.
Note: The multi-channel Team Inbox is available only on the Pro and Business plans.
Instructions
Understand the team inbox
The Team Inbox brings together conversations from WhatsApp messages, WhatsApp calls, RCS, Instagram and Facebook Messenger into a single chat list, making it easier to monitor and manage customer interactions.
Access the team inbox
Log into your Wati account and go to Team Inbox.
Click the All Channels tab in the chat list.
View conversations from all supported channels such as WhatsApp messages, WhatsApp calling, RCS, Instagram and Facebook Messenger in a unified inbox.
Identify the source channel by checking the channel icon displayed next to each conversation.
Benefits of the unified team inbox
View customer conversations from multiple channels in one place.
Reduce the need to switch between platforms.
Improve visibility across customer interactions.
Simplify conversation management for support teams.
Tip: Use Search and Quick Filters to find conversations faster and customize your inbox view.
Understand linked chats
Linked chats help combine customer conversations across WhatsApp and Instagram into a single customer profile.
When a phone number is available for an Instagram contact, Wati automatically checks for a matching WhatsApp contact. If a match is found, the contacts are linked together.
How linked chats work
Wati searches for a matching WhatsApp contact when a phone number is added to an Instagram contact.
Matching contacts are linked under a single profile.
A linked contact icon appears in the All tab to indicate a merged profile.
Users can switch between WhatsApp and Instagram conversations within the linked chat.
Benefits of linked chats
Create a unified view of customer interactions.
Reduce duplicate contact records.
Access conversation history across channels.
Deliver a more consistent customer experience.
Manage conversations in the Team Inbox
The multi-channel Team Inbox supports the same conversation management tools available in the standard Team Inbox.
You can:
Reply to conversations from WhatsApp or Instagram.
Switch between linked chats.
Assign conversations to team members.
Update chat statuses such as Open, Pending, or Closed.
Use existing Team Inbox actions to manage customer conversations efficiently.
By combining WhatsApp and Instagram conversations into a single workspace, the multi-channel Team Inbox helps teams stay organized and respond to customers more effectively.
Frequently Asked Questions (FAQs)
Multi-channel Team Inbox
1. What is the multi-channel Team Inbox in Wati?
The multi-channel Team Inbox allows users to manage customer conversations from multiple channels in a single workspace. Supported channels include WhatsApp messages, WhatsApp calls, RCS, Instagram, and Facebook Messenger.
2. Which Wati plans include the multi-channel Team Inbox?
The multi-channel Team Inbox is available only on the Pro and Business plans.
3. What are the benefits of the multi-channel Team Inbox?
The multi-channel Team Inbox helps users:
View customer conversations from multiple channels in one place.
Reduce the need to switch between platforms.
Improve visibility across customer interactions.
Simplify conversation management for support teams.
4. Which communication channels are supported in the Team Inbox?
The Team Inbox supports conversations from:
WhatsApp messages
WhatsApp calls
RCS
Instagram
Facebook Messenger
Linked chats
5. What are linked chats in Wati?
Linked chats combine customer conversations across WhatsApp and Instagram into a single customer profile when matching contact information is available.
6. How do linked chats work?
When a phone number is available for an Instagram contact, Wati automatically searches for a matching WhatsApp contact. If a match is found, the contacts are linked under a single profile.
7. How can I identify a linked chat?
A linked contact icon appears in the All tab to indicate that the contact profile has been merged.
8. What are the benefits of linked chats?
Linked chats help users:
Create a unified view of customer interactions.
Reduce duplicate contact records.
Access conversation history across channels.
Deliver a more consistent customer experience.
Managing conversations
9. What actions can be performed in the multi-channel Team Inbox?
Users can:
Reply to conversations from WhatsApp or Instagram.
Switch between linked chats.
Assign conversations to team members.
Update chat statuses such as Open, Pending, or Closed.
Use existing Team Inbox actions to manage customer conversations efficiently.