What this helps you do
Use this guide when you have many customer chats and need to find the right work quickly.
Before you start
Open Upstorr Inbox and choose the correct store and connected WhatsApp number.
Steps
- Choose a main status such as Open or Pending.
- Add an Assigned, Unassigned, Unread, or Team filter when needed.
- Type a name, email, phone number, or message words in Search.
- Open the matching conversation.
- Change its status or unread marker only when that matches the work your team must do next.
Search for a conversation
Type in Search. Upstorr can match the customer's name, email, phone number, or newest message preview. Search works inside the status and team filters you already selected.
Understand the status filters
- Open: active conversations that still belong in the normal work list.
- Pending: conversations your team intentionally put aside to revisit. Pending does not mean unread.
- Campaign: conversations connected to WhatsApp campaign activity.
- Expired: conversations whose 24-hour free-reply window has closed. This describes WhatsApp's reply rule, not whether your team finished the work.
- Closed: conversations your team marked finished. Reopen one to return it to Open.
- Archived: conversations moved out of normal work lists for long-term tidying. Unarchive one to return it to Open.
- Blocked: contacts your team blocked. You cannot send a normal reply until the conversation is unblocked.
Only one main status filter is active at a time.
Understand the work filters
- Assigned: open conversations assigned to you.
- Unassigned: open conversations with no person or department assignment.
- Unread: open conversations that have unread messages.
- Blocked: blocked conversations.
- Team: conversations assigned to the selected department. Choose All teams to remove this filter.
These filters do not all mean the same thing. For example, a chat can be Open, assigned to Support, and unread at the same time.
Change a conversation's status
Open the conversation and use the icons in its header:
- Close chat when the work is finished.
- Mark chat pending when your team must return later.
- Archive chat when you want it outside everyday work lists.
- Block chat when messages from that contact must stop.
- Mark chat unread when you want an unread reminder.
When a conversation is Closed, Pending, or Archived, use its matching reopen action to return it to Open. Unblocking also returns the conversation to Open.
A simple example
A customer asks when a sold-out item will return. Your teammate needs to check with the supplier tomorrow. Mark the conversation Pending. If you also want it to stand out in your own queue, mark it Unread. When you answer tomorrow, reopen it and close it after the customer is helped.
What happens next
The conversation moves into the matching work list. Its messages remain available according to your Inbox retention settings.
Common problems
- A chat disappeared: Open the status you moved it to, such as Pending, Closed, Archived, or Blocked.
- Unread count disappeared: Opening a chat marks incoming messages read. Use Mark chat unread if work remains.
- Expired is confusing: It only means a free-form WhatsApp reply is no longer allowed. It does not mean the customer's problem is solved.
- You cannot block or change status: Your staff role does not allow that action.