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The Waspy inbox is where your team spends most of its time. This guide covers everything you need to know about working with customer conversations — from picking up a new message to resolving a completed interaction. When you sign in to Waspy, the inbox is the main view. Conversations are listed on the left panel, sorted by most recent activity. Click any conversation to open it and see the full message thread.

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Inbox filters

Use filters to focus on the right conversations:
FilterShows
All openEvery unresolved conversation
Assigned to meConversations assigned to you specifically
UnassignedConversations with no assigned agent
ResolvedConversations marked as complete

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Replying to a customer

1

Open the conversation

Click the conversation in the inbox list to open it.
2

Type your message

Click the message input at the bottom of the conversation and type your reply.
3

Send the message

Press Enter or click the send button to deliver your message via WhatsApp. The customer receives it on their phone instantly.
You can send images, documents, and audio files by clicking the attachment icon next to the message input.

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Assigning conversations

Assigning a conversation to an agent makes it clear who is responsible for following up. To assign a conversation:
  1. Open the conversation
  2. Click the Assign button in the top-right panel
  3. Select an agent from your team
The assigned agent sees the conversation in their Assigned to me filter. Admins and agents can reassign any conversation at any time.

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Resolving conversations

When a customer’s issue is resolved, mark the conversation as resolved to remove it from the active queue:
  1. Open the conversation
  2. Click Resolve in the top-right corner
Resolved conversations move to the Resolved filter and are still accessible for reference. If the customer sends a new message after resolution, the conversation automatically reopens and appears in All open.

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Using Tienda Nube order context

If your Tienda Nube store is connected, a sidebar panel in each conversation shows the customer’s order history and current cart. Use this to answer order status and shipping questions without leaving the conversation. See Tienda Nube Integration for more details.

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Next steps

Shared Inbox

Learn how the shared inbox keeps your whole team in sync.

Tienda Nube Integration

See how order data appears inside conversations.