Settings → Team Inbox → General settings tunes two everyday things: how your typed replies appear to the customer, and how incoming WhatsApp calls are handled. It's split into a Chat and a Call view, and everything here saves the moment you change it — there's no Save button.
1
Chat — what the customer sees
These two switches are yours — each person on the team sets their own. Show agent name puts your name in bold at the top of the replies you type, so the customer on WhatsApp can see who they're talking to rather than a faceless business; it's added to the message on its way out, not stored, and it applies to the messages your team writes by hand. Show typing indicator does what WhatsApp itself does between friends — while you're typing a reply, the customer sees the little typing… cue, so a slow answer doesn't feel like silence. Both are about the customer's experience of the conversation, not anything internal to the inbox.
2
Call — turning calls on, and where they land
The Call view is where WhatsApp calling is switched on and pointed at the right person, and here the scope flips: unlike the chat toggles above, these settings are account-wide — one value for everyone. Enable WhatsApp call is the master switch; with it off, the call button doesn't appear anywhere. Route unassigned & bot calls to is the useful one: a call on a conversation that already has an assigned agent always rings that agent, but a call with no one assigned — or one a chatbot is handling — needs somewhere to go, and this picks the administrator who catches those. Send request in sets the language of the short "allow us to call you" permission note WhatsApp shows the customer before a call. Set the routing admin to someone who's actually around — an unassigned call with nowhere to land is a missed call.