Shared Inbox: How to Work With Incoming Leads

The Inbox section is a shared inbox where leads from all connected channels come together: Telegram, WhatsApp, Viber, website forms and live chat. You no longer need to switch between apps — every conversation with your customers sits in one list. Both the Owner and agents can work with the inbox.

In this article you’ll learn how the shared inbox is built and how to handle a lead in a couple of minutes: reply to the customer, take it into work, assign an owner and change its status.

How the shared inbox works

Open the Inbox section (it’s the start screen of your workspace). On the left is the list of leads. Each row is a separate lead with its channel icon, the customer’s name or phone number, the last message, the status and an unread badge. New messages appear in the list automatically, without reloading the page, and the unread counter is visible right in the left-hand menu.

Click any lead — the full conversation history with the customer and their profile card open on the right. From here every action on the lead is available: reply, notes, taking it into work, assignment and changing the status.

How to handle a lead

A typical workflow for an incoming lead looks like this:

1. In the Inbox section pick a lead from the list — for example, a new one with an unread message badge.
2. Read the conversation history and the customer’s profile card on the right to understand the context of the request.
3. Click Take to take the lead into work and show the team that you’re handling it.
4. Write your reply and click Reply — the message goes to the customer through the same channel the lead came from. Attach files or media if needed.
5. If necessary, add a Note — this is an internal comment for the team, the customer doesn’t see it.
6. Click Change status and pick the right stage of your pipeline — this is how you mark the lead’s progress.
7. If another team member should handle the lead, click Assign and choose an agent.

Extra actions on a lead

Beyond the main workflow, two more actions are available in the lead card:

• WhatsApp template — for leads from WhatsApp you can send a pre-approved template. This is handy when more than a day has passed since the customer’s last message and the 24-hour window rule applies.
• Mark as “called” — if you reached the customer by phone, mark it on the lead so the team keeps a record of the contact.

Leads in the list are sorted by the statuses of your pipeline, and every customer who has written to you automatically lands in your contacts database with the full conversation history. To get messenger messages into the shared inbox, first connect the channels you need in Settings.

FAQ