Inbox overview
What is the GB Tick Inbox?
The Inbox is the central hub where all inbound WhatsApp conversations appear across your connected numbers. Every message is routed here, assigned to an agent or department, and tracked to resolution.
Conversation list
The left panel shows all active conversations sorted by latest activity. You can filter by status (Open, Awaiting Reply, Closed), assignee, department, or number. Use the search bar to find a conversation by contact name or phone number.
Conversation view
Click any conversation to open the full message thread. You can reply with free-form text (inside the 24-hour window) or send an approved template (any time). Attach images, documents, and audio files directly.
Assignments
Assign a conversation to yourself or any agent using the Assign dropdown in the top bar. Unassigned conversations appear in the Unassigned view for any agent to pick up.
Internal notes
Use the Notes tab to leave internal comments visible only to your team. @mention a colleague to notify them directly inside the thread.