Introduction to Omnichannel Inbox

Manage all your WhatsApp, Instagram, Facebook, and website conversations from one unified inbox.

Updated 9 February 2026

Manage all your WhatsApp, Instagram, Facebook, and website conversations from one unified inbox.

Video: https://www.youtube.com/watch?v=Foexz27OZx0

What is Omnichannel Inbox?

The Omnichannel Inbox is your command center for customer conversations. Instead of juggling multiple apps, you handle everything from one place:

• WhatsApp - All your business numbers in one view
• Instagram - Direct messages from connected accounts
• Facebook - Messenger conversations
• Website Widget - Live chat from your website

Quick Link: Open Omnichannel Inbox to jump straight in.

Accessing the Omnichannel Inbox

1. Log in to your WhatChimp Dashboard
2. Click the hamburger menu (☰) in the top-left corner
3. Select Omnichannel Inbox (New)

Or simply go to app.whatchimp.com/all/livechat directly.

Click Omnichannel Inbox (New) in the sidebar menu

The Interface: Four Panels

When you open the inbox, you'll see four main areas:

The Omnichannel Inbox showing all four panels: Sidebar, Conversations, Chat, and Actions

1. Left Sidebar (Navigation Icons)

The vertical icon bar on the far left gives you quick access to different conversation views:

2. Conversation List (Middle-Left)

This panel shows all your conversations. Each entry displays:

The conversation list panel with search, filter, and conversation cards

• Contact avatar - Profile picture or initials
• Name - Contact name
• Channel indicator - WhatsApp (green), Instagram (pink), or Facebook (blue) icon
• Last message preview - First few words of the latest message
• Time - When the message was received
• Labels - Colored tags for organization (e.g., "English", "Support")
• Unread badge - Blue circle with number of unread messages

Right-click (or click ⋯) on any conversation to access quick actions: assign to agent, close, mark as read/unread, or delete.

Sort your conversations by clicking the Order By selector at the top — choose between Subscriber Recent Reply or Recent Communication.

3. Chat Window (Center)

Click any conversation to open it. The chat window shows:

A conversation open showing the chat header, messages, and compose bar

• Message history - Complete conversation thread
• Message composer - Type your reply at the bottom
• Quick actions in composer:
• 📎 Attach images or files
• 📝 Send a message template — click the template icon in the composer
• 🤖 Send a bot flow — click the flow icon in the composer
• 📋 Send a WhatsApp Flow — click the WhatsApp Flow icon for structured data collection
• 💬 Insert a canned response for quick replies
• Send button - Blue arrow to send your message

4. Chat Actions Panel (Right)

When a conversation is open, click the subscriber name or info icon to open the right panel:

The Chat Actions panel with Labels, Message Sequence, Custom Fields, Notes, and Subscriber Info sections

• Bot Reply On/Off - Toggle automated bot responses
• AI Reply On/Off - Toggle AI-powered responses
• Assigned Agent - Who's handling this conversation
• Labels - Add tags for organization
• Message Sequence - Automated follow-up messages
• Custom Fields - Store customer information (phone, email, notes)
• Notes - Internal team notes (customers don't see these)

Filtering Conversations

Use the filter button (funnel icon) at the top of the conversation list to narrow down results:

Filter menu showing all 6 filter options: Label, Sequence, Recent Reply, Team Member, Bot Reply Status, and Date Range

Filter by:

• Channel & Account — Click the filter icon to choose WhatsApp, Facebook, or Instagram and specific connected accounts
• Label - Show only conversations with specific labels
• Sequence - Conversations in a follow-up sequence
• Recent Reply - Filter by who replied last
• Team Member - Conversations assigned to specific agents
• Bot Reply Status - Click the Bot Reply Status selector to filter by Bot is replying or Bot reply is paused
• Date Range - Conversations from a specific time period

Tip: To view only conversations from a specific channel, click the filter icon at the top of the conversation list and select the channel (WhatsApp, Facebook, or Instagram).

Viewing Resolved Conversations

Click the checkmark icon (✅) in the left sidebar to see completed conversations:

The Resolved view showing the checkmark icon in the sidebar

Resolved conversations show:

• Who resolved them (agent name)
• When they were resolved
• Full conversation history (click to review)

Basic Workflow

Here's how a typical conversation flows:

1. New message arrives → Appears in your list with an unread badge
2. Click to open → Read the full conversation
3. Type your reply → Use the message composer at the bottom (or insert a canned response for speed)
4. Organize → Add labels, assign to team members, or add notes via the right panel
5. Set a follow-up → Click the clock icon to schedule a reminder if needed
6. Resolve → Click ⋯ on the conversation > Close, or use the header actions

Tips for Getting Started

• Enable desktop notifications — If you see an orange warning bar, click Allow so you never miss a message
• Create labels for common categories (Support, Sales, VIP) — Click the labels icon in the sidebar
• Set up canned responses for frequently asked questions — Click the canned responses icon in the sidebar
• Assign agents to balance workload — Click ⋯ on any conversation > Assign to Agent
• Use keyboard shortcuts — Type your message and hit Enter to send quickly
• Check your to-do list — Click the to-do icon in the sidebar to track conversation tasks

Next Steps

Now that you understand the interface, explore these features:

• Filter by Channel & Account - Focus on specific platforms
• Organize with Labels - Keep your inbox tidy
• Use AI Features - Translate and improve messages
• Team Collaboration - Assign and manage conversations