Tell WhatsApp, Instagram and calls apart in the same inbox: the channel filter
A clinic with two WhatsApp lines and one Instagram account; a brand with separate numbers for sales, returns and support. All of it lands in one inbox, but every conversation shows which line it came from. The "Channels" section in the left panel shows only that line with one click.
In the "Channels" section of the left panel every connected line and account is a separate row, with its unread count next to it. Click a row and the list narrows to that channel's conversations; go back with "All Inbox". A channel icon sits in front of every conversation and in the header; it tells you which number the reply will go from.
What you provide
- A short list of which line is for what (sales, support, branch)
- Who watches each line
- Your Instagram account connected
What Chatinbox does
- Connects and names the lines and accounts ("WA Sales", "Insta Branch")
- Sets routing rules by channel: the support line to the support team
- Adds a new line to the same list when you add one
- How to read the Channels section
- Focusing on one line
- What the channel icon tells you
- Order in a multi-line team
Step by step
Open the Channels section
Click the "Channels" heading in the left panel; connected lines and accounts are listed. The number next to each row is the unread count on that channel. You can collapse the section to save space.
Click a line
For example click "WA Returns & Exchanges"; the conversation list narrows to that line's conversations and the header shows "Channel: WA Returns & Exchanges". Click the view at the top to return to "All Inbox".
Read the icon
A channel icon (WhatsApp, Instagram, call) sits in front of each conversation in the list and in the open conversation's header. Your reply goes from that line; the customer sees it from the number they wrote to.
We connect the linesSplit by team
In a multi-line team the rule is simple: support starts with "WA Technical Support", sales with "WA Sales". If a routing rule is set, the conversation already arrives assigned to the right team; the filter is only for focus.
Multi-line setup
Works well
- A separate line per branch or purpose: the conversation lands in the right place from the start
- If a separate team watches Instagram, the channel filter becomes that team's main view
- The unread badge shows at a glance which line is piling up
Pitfalls
- Two lines doing the same job — the customer does not know which to write to
- Staying in the channel filter and forgetting "All Inbox" — messages on the other line wait
- Mistaking the channel for team permission — who sees what is set by role: team and roles
Let's map your lines to your team together
In a 15 minute call we set up which line goes to whom and who watches what.
Panel section names can change; the list of connectable channels follows the product canon. This page was checked against the interface recording on 18 August 2026.
