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Tap Home on the left bar (on a phone, Home in the tab bar at the bottom). Home opens as its own page and covers all your WhatsApp numbers. Tap Chats or Open inbox to go back to your chats, just as you left them. On a phone, the Back button does the same. Tap ↻ to count again. While Home is open, it keeps itself up to date. Home only shows what your business uses. If you don’t have Shopify, WhatsApp groups or an add-on, its part of Home stays out of the way. Home for an admin: numbers connected, the For you boxes, counts for all open chats, and the customers waiting longest

For admins: is everything working?

Admins see four boxes at the top, the same as on the Settings page:
  • WhatsApp numbers: how many are connected. If one isn’t, the box turns orange and names it.
  • People: how many are in the team (on a plan, out of how many it includes).
  • Plan and AI credits left this month, when you’re on a plan. The credits box turns orange when a fifth or less is left.

Getting started

In a new inbox, admins get a short list of first steps: link a WhatsApp number, add your team, add quick replies, connect your Shopify store (when your plan includes it) and turn on notifications on this device. Tap a step to go straight there. The list goes away once everything is done, or tap Hide this.

For you

Four boxes about your own chats:
  • Waiting on me: chats you own or help on where the customer wrote last.
  • Tagged me: chats where someone @tagged you in a note you haven’t read yet.
  • Promises due: your chats on Follow up, where a promise like “will check and update” still needs an answer.
  • 🚩 My urgent: your chats flagged urgent.

All open chats

The same counts for every open chat you can see:
  • Unread: chats waiting for you.
  • No reply for 1 hour: customers who have waited more than an hour.
  • 🚩 Urgent and Follow up.
  • Shopify customers waiting: customers who have ordered from your store and are waiting for a reply (when Shopify is connected).
  • Enquiries waiting: bulk website enquiries not answered yet (with the website enquiries add-on).
Tap any box to see those chats in your list. If you have more than one number, each box shows how many are on each number, and the list opens on the number that has them. On a phone, boxes with nothing in them are left out here. If call lines are switched on, admins also see Missed calls today.

Waiting on us

The customers who wrote last and are still waiting for a reply, on all your numbers: your own chats first, then the longest wait. The wait turns orange after 1 hour and red after 4. Tap a name to open the chat.

Lists to work through

Each of these shows when it applies to your business. Tap a name to open the chat. Further down Home: returns, not picked up, complaints open, call back, groups asking us and enquiries waiting, then My day, Team today and This week
  • Not picked up (admins): new chats still with the person who gets new chats, waiting more than 15 minutes for a reply.
  • Complaints open (admins): open chats with the Complaint label, whether the automatic check or a person put it there.
  • 📞 Call back: customers whose last message was a missed or declined call, with no reply since (when call lines are on).
  • 👥 Groups asking us: WhatsApp groups you follow where someone mentioned your number or replied to you. Each one stays until you open it.
  • Enquiries waiting: bulk website enquiries the team hasn’t answered yet.

Returns board

With the courier returns add-on, admins and people with ↩️ Returns switched on see every return in four columns: When nothing is waiting for a decision or a call, the board folds into one line (for example “2 on the way back”). Tap Open the board to see it. Each column shows the first three, then how many more. Tap a card to open that customer’s chat. The button at the top, like 2 returns to decide, jumps to the board. On a phone, the columns sit one under another, with At the warehouse first. Next to the board:
  • Needs a call: pickups or deliveries that failed, and parcels lost or coming back.
  • Returns this month: see Courier returns. It also lists customers who returned more than once in the last 90 days. Tap a name to open their chat.
The red number on the Home button counts the returns and calls waiting.

My day

Your own day so far, on all numbers: replies you sent, chats you helped on, how fast you answered on average, and promises kept. Admins can hide this from team members in Settings → Team and passwords (“Show team members their own day on Home”). Admins always see their own.

Team today and this week

Admins also see:
  • Team today: customer messages, replies sent, the average time to a first reply, a bar for each person’s replies, and any promises a person missed (nothing sent within 4 hours).
  • This week: customer messages, replies, average first reply and promises missed in the last 7 days, compared with the 7 days before.
For more, tap Open reports.

More you can add

Admins on a plan see short cards at the bottom for what the plan or add-ons don’t include yet, such as Shopify, WhatsApp groups, courier returns or website enquiries, with how to ask for it. Tap ✕ to close one; it stays closed on that device.