The ConverZap team inbox, under the “Conversas” (Conversations) menu, brings together WhatsApp conversations from numbers connected through the official API and lets multiple team members reply to, assign and resolve conversations on the same number. The screen has three columns: the conversation list, the open conversation and the contact panel. Messages arrive from the connected numbers, and the inbox also shows the AI agent’s replies, the team’s internal notes and automated messages. To compare ways of handling WhatsApp as a team, including official API rules and costs, see the guide WhatsApp with multiple agents.
Organize the conversation list
The filters at the top of the list are “Abertas” (Open), “Minhas” (Mine), “Sem responsável” (Unassigned), “Aguardando humano” (Waiting for human), “Esperando resposta” (Awaiting reply), “Com o agente” (With the agent), “Adiadas” (Snoozed) and “Resolvidas” (Resolved). You can also search by name or phone number, filter by number and by tag, and switch the sort order between “mais recentes” (most recent) and “maior espera” (longest wait). When you select several conversations, bulk actions appear: “Resolver” (Resolve), “Reabrir” (Reopen), “Atribuir a…” (Assign to…) and “Etiquetar…” (Tag…).
Assignment and round-robin in the team inbox
In the open conversation, the “Responsável” (Assignee) selector sets who handles it. At the top of the inbox, each team member sets their own status: “Disponível” (Available), “Ausente” (Away) or “Offline”. To distribute conversations automatically, an admin sets up round-robin per number:
- Click “Configurações da caixa” (Inbox settings).
- Under “Por número: horário, respostas automáticas e distribuição” (Per number: hours, automatic replies and distribution), check the “Atendentes deste número” (Team members for this number); if none are checked, everyone handles the number.
- Turn on “Distribuir automaticamente (rodízio entre os atendentes disponíveis)” (Distribute automatically, round-robin among available team members) and, optionally, set the maximum number of open conversations per team member.
Round-robin assigns each open, unassigned conversation to the available team member who received a conversation the longest time ago. A team member counts as available when their status is “Disponível” and they have been active in ConverZap in the last 3 minutes. The same area holds business hours, the greeting on the first message and the away message outside business hours.
Replies, internal notes and canned responses
- In the “Responder” (Reply) tab, write the message and press Enter or click “Enviar” (Send). Within the 24-hour window, you can also send a file, quote a message or send buttons and lists.
- In the “Nota interna” (Internal note) tab, write a note for the team and click “Salvar nota” (Save note). The contact doesn’t see notes.
- To use a canned response, type “/” followed by its shortcut in the reply field. Canned responses are created under “Respostas prontas” (Canned responses), with “+ Nova” (+ New), and are shared with the whole team.
The 24-hour window
Under Meta’s rules, free-form text messages can only be sent up to 24 hours after the contact’s last message. The conversation shows “Janela de 24h aberta · fecha em…” (24h window open · closes in…) with the time remaining. When the window is closed, you can only send an approved template (“Usar template”, meaning Use template) until the contact replies. If the contact asked not to receive messages (opt-out), sending is blocked until they write again; internal notes remain available.
Take over and return conversations from the AI agent
When an AI agent is handling a conversation, the conversation shows the agent’s name. Click “Assumir do agente” (Take over from agent) to pause the agent in that conversation and reply yourself; click “Devolver ao agente” (Return to agent) to let it reply again. When the agent hands off a conversation, it appears as “Aguardando humano” (Waiting for human), with a summary of the conversation in a note. Conversations handled by the agent only enter round-robin after the handoff.
Snooze, resolve and settings
Use “Adiar” (Snooze) for 1 hour, 3 hours, until tomorrow at 9 a.m., until Monday at 9 a.m. or until a chosen date to take the conversation out of the queue; it comes back on its own, or earlier if the contact writes. “Resolver” (Resolve) closes the conversation and “Reabrir” (Reopen) reopens it. Under “Prazos e visibilidade” (Deadlines and visibility), admins can automatically resolve conversations that have been idle for a few days (never those awaiting a reply), set how many days to keep message text, and restrict each team member to the numbers they handle. Admins also have access to the customer service “Relatório” (Report).
Tip: the “Esperando resposta” (Awaiting reply) filter with the “maior espera” (longest wait) sort order shows first the contacts who have waited longest for a reply.