Shared inbox basics

The whole system is four habits. Teams that adopt them stop dropping conversations within a week; teams that skip them have a shared inbox that behaves like a group chat.

Assign

Give every live conversation an owner. It stops two people answering the same customer and, more importantly, stops everyone assuming somebody else has it. Filter to "assigned to me" and your own work is a short list.

Label

Labels are shared across the team, unlike WhatsApp Business labels which live on one phone. Start with two or three. A label nobody filters by is decoration.

Note

Internal notes sit on the conversation and are never sent to WhatsApp. Use them for what was agreed on a call, or for context the next person will need. There is no path from a note to an outbound message.

Ticket

When a message is a promise rather than a question, raise a ticket. Open, in progress, closed. It is the difference between "done" and "waiting on the warehouse", which otherwise look identical in a chat list.