Inbox Overview
The RateUp Inbox is a shared, ticket-based workspace for every customer conversation across WhatsApp, Instagram and chat.
The Inbox is where your team receives, answers and closes customer conversations — all in one shared workspace, whichever channel the customer used.
The One Thing to Understand First
Every row in the Inbox is a ticket.
A ticket is one topic with one customer — a delivery question, a refund request, a complaint. It has its own number, title, owner and outcome.
When a customer comes back next month with a different question, they get a new ticket. Their old ticket stays closed, exactly as your team left it.
| Ticket | |
|---|---|
| Identity | #1042 + a short title |
| Owner | One agent, several agents, or a whole team |
| Status | New → Assigned → Closed |
| Contents | Only the messages belonging to that topic |
A customer with three topics has three rows in your Inbox. Opening one shows only that topic's messages — the rest are one click away in the ticket's history bar.
What You Can Do
Sort work into views
Eight views — Open, New, Closed, All, Mine, @Mentions, Favourites and Spam — each with a live count, plus the sidebar filters.
Give every ticket an owner
Assign to yourself, a colleague or an entire team, and reassign whenever things change.
Reply to customers
Send messages, quick replies, attachments and templates, within WhatsApp's rules.
Talk to your team privately
Leave internal notes on a ticket and pull colleagues in with @mentions.
Close with a clear outcome
Resolve, close or mark unresolved — and reopen when a customer returns.
Find anything
Search, sort, select in bulk, and export conversation history.
Supported Channels
- WhatsApp Business
Messages from every connected channel land in the same Inbox, and each ticket shows a channel badge so agents always know where the customer is writing from.
Who Uses the Inbox
| Role | Typical use |
|---|---|
| Staff | Works from Mine, replies to customers, closes their own tickets |
| Admin | Watches Open and New, balances workload across the team |
| Super Admin | Full visibility, configures automation and quick replies |
What you can see depends on your role and the channels your teams grant. What you can do inside a ticket you can see is largely not role-gated.
Where to Start
If you are new to the Inbox, follow the pages in order:
Access the Inbox — find it in the dashboard and check your permissions.
Learn the layout — the four regions of the screen and what each one does.
Understand tickets — the concept everything else is built on.
Pick up your first ticket — assign it, reply, and close it.