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Chat is where your team lives. Every customer message becomes a thread you can own, tag, and resolve — with full history when they return. Hub doc: Chat & inbox overview

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Quick reference

Harbor receives intake questions on WhatsApp. Paralegal Jess and attorney Omar must never lose a lead.

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Morning routine

  1. Open Chat (/chat)
  2. Toggle Unread above thread list
  3. Open label filter → New intake, Urgent
  4. Assign Urgent to Omar via Assigned to in recipient panel
  5. Jess works New intake queue

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During the day

  • Customer sends documents → Jess replies in Chat composer (customer sees WhatsApp)
  • Thread done → End Chat with note: “Sent engagement letter, follow up Friday”
  • Same person messages next week → full history visible; thread reopens

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What is a thread?

A thread is one ongoing conversation with a contact on a channel (or linked across channels for the same person). When one contact messages on WhatsApp and Instagram, Vendschat may link related thread IDs under one contact. Unread/read updates can apply across that conversation group.

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Threads: open, resolved, and End Chat

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How to resolve (End Chat)

Where: Recipient panel (right side on desktop) → status strip → End Chat Steps:
  1. Select the thread in Chat
  2. Open recipient panel (contact info icon on mobile)
  3. Click End Chat
  4. Enter optional ending note (visible to team in thread history)
  5. Confirm
Thread status becomes resolved. If the customer messages again, the conversation typically reopens with prior messages still visible. When to resolve: Issue handled, no immediate follow-up needed, or handoff complete. When not to resolve: Waiting on customer reply you still own — leave open.

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Unread counts & triage

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Marking read

Sidebar Chat icon may show aggregate unread from notifications.

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Labels that actually help

Good labels match how you route work, not how you wish work looked.

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Create labels

Path: Settings → Workspace → Labels (/settings/workspace/labels)
Vendschat Labels settings with Create Label, search, and label cards that include keywords such as New Leads, Support, and Intent to Checkout.

Workspace labels

Also: Chat thread list header → Labels icon shortcut.

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Apply labels in Chat

Changes sync to thread list chips and label filter immediately (including real-time updates).

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Filter by label

  1. Chat thread list
  2. Filter (funnel) icon
  3. Select one or more labels (multi-select)
  4. List shows only matching threads
All labels clears the filter.

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Label-scoped team access

Some members only see threads with specific labels (e.g. freelancer on Client-X only). Configured via Team Members membership — they still use the same Chat UI with a reduced label filter set.

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Filters & search (thread list)

Search and filters combine (debounced refresh).

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Recipient panel (who is this?)

Desktop: Right column when thread selected (hide with edge chevron)
Mobile: Contact info from conversation header

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Messaging window (WhatsApp / Meta)

Panel and composer reflect whether free-form reply is allowed:
  • Window open — type normally in composer
  • Window closed — use Templates (WhatsApp)
See composer doc and WhatsApp channels.

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AI Agents in the inbox

Assign an AI Agent like a teammate — it replies only on threads assigned to it. Co-Admin is not a customer bot — see AI Agents overview.

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Conversation timeline

Messages appear in the center column:
  • Inbound — customer (left-aligned bubbles)
  • Outbound — your team (right-aligned)
  • Delivery ticks — sent, delivered, read (WhatsApp-style)
  • Date separators — between calendar days
  • System lines — assignments, status changes
Search in conversation: Header search icon → find text within open thread.

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Co-Admin shortcuts

Ask:
  • “How many open threads do we have?”
  • “Give me a workspace overview”
For how to filter or label, Co-Admin uses these product docs. For live counts, workspace tools.