WhatsApp Inbox
The Inbox is where your team reads and answers customer messages. Every WhatsApp conversation for your connected number lands here in real time, and any team member with access can pick it up.
Open it at WhatsApp → Inbox.
The 24-hour window
When a customer messages you, a 24-hour service window opens. Inside it you can reply freely — text, images, documents, anything the conversation needs.
Once it closes, free-form replies are blocked. To reach that customer again you must send an approved template, which opens a new window.
The Inbox shows how much time remains on each conversation.
Working a conversation
- Assign a conversation to a team member so two people do not answer at once.
- Reply with text, media, or a template.
- Tag the contact as you learn about them — those tags become broadcast filters later.
- Add notes that only your team can see.
- Close the conversation when it is resolved.
Conversation status
| Status | Meaning |
|---|---|
| Open | Active, needs attention. |
| Pending | Waiting on the customer. |
| Closed | Resolved. Reopens automatically if the customer writes again. |
Status is a filter condition, so you can target, for example, everyone with an open conversation.
Automation
Conversations do not all need a human. You can:
- Route incoming messages with a flow.
- Let an AI agent answer common questions and hand off when it cannot.
- Trigger follow-ups when a customer taps a quick reply button.