The WhatsApp inbox
The inbox lists every customer conversation on your connected number. Open one to read the history and reply. A countdown in the header shows how long you can still send a normal message, and the Template button covers you once it has closed.
- Where
- Sales channel → WhatsApp → Inbox
- Updated
Read and reply
Step 1: Open the inbox
Open Sales channel → WhatsApp and choose Inbox. The list on the left shows each customer with their latest message and an unread count. Search by name or number with Search name or number.
In the dashboardSales channelWhatsAppInbox
Step 2: Reply in the chat
Select a conversation, type in Type a message… and press send. Your message shows sending, sent, delivered or read as it travels.
Step 3: Use a template when the window has closed
The header under the customer's name shows the time left, such as 5h left in 24h window, or 24h window closed — template only. When it has closed, press Template and send an approved template instead.
More you can do
- New chat starts a conversation with a number you type, with the country code. A first message to a new number only lands if they messaged you in the last 24 hours. Otherwise send a template.
- With several numbers connected, a filter lets you view All numbers or one at a time. Replies go out from the number the customer last messaged.
- Delete chat (our side only) in the conversation menu removes it from your inbox. The customer keeps their copy.
Questions
Why is the inbox empty?
Why can't I send a normal message to a customer?
Related
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