Work the shared inbox as a team
Assign conversations to teammates, organize them with labels, leave internal notes, and filter the inbox so everyone knows who handles what.
The Conversations inbox collects every customer conversation in one place: WhatsApp, Instagram, your website chat widget, client portals, and email where it is set up. This article covers the tools that make it work for a team: assignment, labels, internal notes, and filters.
Open it at my.meetergo.com/conversations. The inbox has three tabs: Open for everything that needs attention, Snoozed for conversations parked until later, and Done for finished ones. The icon rail on the left filters by channel.
Assign a conversation
Every conversation can have exactly one assignee, so it is always clear who owns it.
- Open a conversation.
- In the conversation details, click Assignee.
- Pick a teammate, or Unassign to put it back in the shared pool.
Assignment is internal. The contact never sees who a conversation is assigned to, and nothing is sent when you assign or reassign.
Filter the list by Assigned to me to work only your own queue, or by Unassigned to find conversations nobody has picked up yet.
Labels
Labels are free-form tags your team shares, for example "billing", "bug", or "VIP".
- In the conversation details, click Add label and type a name. Typing a new name creates the label; typing an existing one reuses it.
- A conversation can carry several labels.
- Remove a label from a conversation by clicking it again.
Labels are only visible to your team.
Internal notes
Notes let your team talk about a conversation without the contact reading along.
- In the conversation details, write into the Notes field and save.
- Notes are never sent to the contact on any channel. They stay inside your dashboard.
- The conversation list shows how many notes a conversation carries, so context left by a colleague is hard to miss.
Use a note for handovers: what was promised, what is still open, what the next step is. The teammate you assign the conversation to sees the notes right next to the thread.
Filter the inbox
The Filters menu in the list header combines three filters:
- Assignee. Anyone, Assigned to me, or Unassigned.
- Label. Show only conversations carrying a specific label.
- Priority. Show only urgent or high-priority conversations. See Snooze and prioritize conversations.
Filters combine with the channel rail and the search field, so "unassigned website chats about billing" is a few clicks.
Act on many conversations at once
In the Open tab you can select several conversations and apply one action to all of them: Mark done, Mark read, Assign, or Snooze.
Related articles
Was this article helpful?
Let us know if this article answered your questions.