A WhatsApp shared inbox, with Instagram, Messenger and website chats in the same list the whole team can see. Rows show the channel and status, and an open chat shows who owns it and how long its reply window has left.
Once a teammate takes over a conversation, it is theirs. Other agents can still read it, but replying, releasing and closing are locked to the owner and to admins, and only an admin can hand it to someone else. While the AI is handling a chat, the composer stays locked with a note to take over first.
WhatsApp, Instagram and Messenger allow free-form replies for 24 hours after the customer's last message. Each of those chats shows a Reply window countdown that turns amber in the final hour. When a WhatsApp window closes, the composer offers Send template with your approved templates. Web chat has no window, so it shows no timer.
The details panel beside every thread shows why the chat was escalated, which routing rule matched, topic and sentiment tags, your team's notes and a VIP flag. Taking over adds a short AI summary, and web chats add the page the visitor was on. Once a chat is yours, Generate AI reply draft suggests an answer you can edit before sending.
One Northline conversation, the same one in the screenshot, as it moves through the inbox.
Chris messages on WhatsApp about order #4821, which is running late for the second time. When he says he is frustrated, the chat escalates and the rule “Complaints go to Dana” routes it to Dana R. The row shows Waiting for agent, Dana gets a notification, and the AI keeps answering Chris until someone takes over.
The details panel shows the escalation reason (a second late delivery, wants a shipping refund or a replacement), the Routing card naming the rule that fired, and a frustrated sentiment tag. She knows what went wrong and why it came to her before she scrolls back through the thread.
The chat is assigned to Dana, the status changes to Human assigned, the AI stops replying, and Chris gets the takeover message you set. An AI summary of the thread lands in the panel. Dana offers a shipping refund or a replacement in her own words, or starts from an AI reply draft and edits it.
Release hands the chat back to the AI with your hand-back message, so Chris can keep asking about delivery. Close conversation ends it, clears the owner and writes a final summary. If Chris writes again within a week, the same conversation reopens with the AI handling it and the history intact.
Labels, filters and permissions as they appear in the app.
A shared inbox for WhatsApp and Instagram is one list where WhatsApp messages and Instagram DMs arrive side by side, so several teammates can work them without passing a phone around. In Risolva the same list also takes Facebook Messenger and web chat. Every row shows its channel and status, and once someone takes a chat over, it has a single owner.
Book a demo and we'll walk you through the inbox your team would work from, from takeover and routing to the phone layout, and plan how your channels get connected.
