Conversations
Use the shared Inbox and Focus Queue
Learn how teams receive, assign, reply to and resolve WhatsApp conversations in Chattill without losing customer context.
For Agents and managers7 min readUpdated
Daily conversation workflow
- Open Inbox and select the connected WhatsApp account when your workspace has multiple numbers.
- Filter by status, label or owner to find the conversations you are responsible for.
- Read recent context and any automation, order or ticket information before replying.
- Assign ownership, reply, add useful labels and update status.
- Use Focus Queue for conversations that need an actionable human response.
Take over from automation safely
When a customer goes outside a configured sequence, requests a person or reaches a sensitive exception, route the thread to human review. The handoff should preserve the latest customer message, labels and available business context.
Use status and ownership consistently
| State | Use it when |
|---|---|
| Open or pending | The customer or team still needs to act. |
| Assigned | One teammate owns the next response. |
| Human Required | Automation cannot safely complete the request. |
| Resolved | The current concern is complete; history remains available. |
Related guides
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