Work the shared inbox as a team

The Conversations inbox collects every customer conversation in one place: WhatsApp, Instagram, Facebook Messenger, Telegram, LinkedIn, your website chat widget, client portals, email and calls from your AI phone assistant. 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.

The rail only lists channels you have set up, for example a connected WhatsApp number or mailbox. A channel you disconnected stays listed while it still has conversations, so you can read the history. Add a new channel with Add inbox.

Change a WhatsApp conversation's CRM contact

The contact link identifies the person you are messaging. Do not use it to link a different customer you are discussing in the conversation.

If the wrong person is linked, open the conversation and choose Unlink contact in the contact details. You can then select the correct contact. The chat history and both CRM contacts stay intact. Files and communication entries already saved in the CRM are not removed.

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.

Create a task from a conversation

When a client asks for something you will do later, create the task right in the conversation.

In the conversation details, open Tasks and click Add task. On a phone, it is under More (the three dots).
Set a title and a due date. The task gets the conversation's contact when there is one, and a link back to the chat in its description.
In WhatsApp, pick up to 8 images from the chat under Attach images from this chat. They are saved on the task as one PDF, one image per page, and in the contact's files. To add images later, open the task under Tasks and pick them there.
Under Tasks you see the contact's next open tasks and the tasks created in this chat, also when the chat has no contact.

An image WhatsApp delivered but meetergo could not store cannot go into the PDF. Ask the client to send it again.

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.

Mark a conversation done

In an open conversation, click Done at the top right. It moves to the Done tab.
In the list, hover a conversation and click Done. You don't need to open or select it.
Changed your mind? Open it in the Done tab and click Reopen.

A conversation also reopens by itself when the contact writes again.

Delete a website chat

Test chats and spam don't need to stay. Open the conversation, click More (the three dots), then Delete conversation, and confirm. Messages, notes and files are deleted for good. The contact stays in your CRM.

Only website chat conversations can be deleted. WhatsApp, Instagram and email conversations are mirrored from those services.

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. When you select only website chats, you can also Delete them.