To switch between WhatsApp, Instagram, and email inboxes in Papo (https://papo.global/), use the channel filter on the Conversations screen or select the desired inbox directly in the views panel. This way, you display only conversations from a specific channel without leaving the support module.
Managing customer support across multiple channels requires an organized view. Papo unifies WhatsApp, Instagram, email, and other channels into a single queue and lets you switch focus between them with just a few clicks. This article shows how to quickly select the inbox you want to view, helping your team prioritize channels, distribute workload, and respond faster.
Summary: how to switch inboxes on the Conversations screen
| Step | What to do |
|---|---|
| Access Conversations | Click the Conversations module in the Papo platform sidebar. |
| Find the channel filter | At the top of the conversation list, find the filter field. |
| Select the inbox | Choose the Inbox criterion and then the desired option (e.g., “Support - WhatsApp,” “Instagram Business,” or “Sales Email”). |
| Switch between channels | To view another channel, simply repeat the previous step and select the new inbox. To return to the overview, clear the filter or select “All.” |
How switching between inboxes works
Papo organizes conversations by channel, and each WhatsApp number, Instagram account, or email address connected to the platform becomes an independent inbox. When you apply the filter for a specific inbox, the conversation list updates automatically to show only messages from that channel. No other information is lost — switching only changes what is currently visible.
The system also keeps predefined views (Mine, Unassigned, All), which can be combined with the inbox filter. For example, you can see only your WhatsApp conversations or only unassigned Instagram conversations.
Practical examples of use
Team-based support
A support team that operates WhatsApp and email can use the inbox filter so one group is responsible for email conversations while another handles WhatsApp, without the queues mixing.
Seasonal support
During an Instagram launch campaign, agents can focus only on messages in that inbox, prioritizing the hottest leads that come through Direct.
Manager routine
The support coordinator can quickly switch between inboxes to monitor the volume of each channel, identify bottlenecks, and redirect agents according to demand.
Who this feature is important for
- Companies with active multichannel support — that need to switch between WhatsApp, Instagram, and email several times a day.
- Sales and support teams — that want to focus on one channel without losing sight of the others.
- Managers — who track the performance of each inbox in real time.
If you use only one channel, switching between inboxes will not be as relevant, but the feature is available on all plans and requires no extra configuration.
Frequently asked questions
Is it possible to see conversations from two channels at the same time?
To see conversations from all channels simultaneously, keep the filter with no inbox selected — that is, in the “All” view. You can combine this overview with other filters, such as tag, status, or agent, to further segment support interactions.
What happens to notifications when I filter by an inbox?
Papo notifications are independent of the filter currently active. You will continue receiving alerts for new messages from any channel, as long as notifications are enabled in your account. The filter is only for organizing the view, not for muting channels.
Can I save a combination of filters to use later?
Yes. After choosing the inbox and other desired criteria (such as an agent or a tag), you can save that view as a custom filter. It will be available for quick access, without having to rebuild the criteria every time.
Can I switch inboxes on my phone?
The Papo platform is responsive. Accessing it through your phone browser displays the same Conversations screen with the available filters, allowing you to switch between inboxes just as you would on desktop.
Do I need to configure anything before switching inboxes?
No. All inboxes you have already connected (WhatsApp, Instagram, email, etc.) automatically appear as options in the channel filter. Just choose the desired one and the conversation list will reload.
Where can I find the complete list of my inboxes?
Go to Settings → Inboxes. There you can view all connected channels, the status of each one, and add new inboxes or reconnect any that are inactive.
Read also: How to check if your channel is connected in Papo and what to do if it goes down · How to manage multiple WhatsApp numbers in a single Papo account
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