Skip to main content
The Inbox at /inbox is where your team handles live WhatsApp conversations. Every message sent to your connected number appears here as a conversation thread. You can assign conversations to teammates, reply within the 24-hour service window, use approved templates outside it, and annotate threads with tags and internal notes.

​
Conversation list

The left panel shows all conversations for your workspace. Use the filters at the top to narrow the list:
  • Unread — conversations with messages your team has not yet seen
  • Assigned to me — conversations assigned to your account
  • Unassigned — open conversations in the shared queue with no assigned agent
  • Open / Closed — filter by conversation status
Click any conversation to open the thread view in the main panel.

​
Thread view

The thread view shows the full message history between your workspace and the contact. Each message displays:
  • The message content (text, media, or template)
  • The sender (contact or agent name)
  • The timestamp
  • Delivery status — sent, delivered, read, or failed, pulled from Meta status callbacks
Scroll up in the thread to load earlier messages.

​
Service window

The service window is a Meta policy that governs what types of messages you can send. When a contact sends your number a message, a 24-hour service window opens. Within that window you can send free-form messages — plain text, media, or any content without using a pre-approved template. Once the window closes (24 hours after the contact’s last inbound message), you can only send approved WhatsApp message templates to that contact.
The inbox indicates whether the service window is open or closed for each conversation. When the window is closed, the reply input is replaced by a template selector.
Sending a free-form message outside the service window violates Meta’s messaging policy and will be rejected by the API. Always use an approved template when the service window has closed.

​
Replying to conversations

Within the service window:
  1. Click the conversation in the list.
  2. Type your reply in the text input at the bottom of the thread.
  3. Press Send or hit Enter.
Outside the service window:
  1. Click the conversation in the list.
  2. The reply input is replaced by a Select template prompt.
  3. Choose an approved template from the list.
  4. Fill in any template variable values if prompted.
  5. Click Send template.
Sending a template to a contact who has opted out is blocked — the send button will be disabled and the contact’s opt-out state will be shown.

​
Assignment

Conversations can be assigned to individual agents or left in the shared queue.
  • Assign to yourself: open the conversation and click Assign to me in the conversation header.
  • Assign to a teammate: open the conversation, click the assignment field, and select a workspace member from the list.
  • Unassign: set the assignment back to unassigned to return the conversation to the shared queue.
Unassigned conversations are visible to all agents and appear under the Unassigned filter. Assigned conversations still appear in the main list but are highlighted for the assigned agent.

​
Shared replies

Shared replies are pre-written responses your team can insert with a single click. They are useful for common questions, greetings, or standard information. To use a shared reply:
  1. Open a conversation.
  2. Click the Shared replies icon in the reply toolbar (or type / if keyboard shortcuts are enabled).
  3. Search for or browse the available replies.
  4. Click a reply to insert it into the text input.
  5. Edit if needed, then send.
Shared replies can be managed by admins in Settings. Add replies for your most frequent responses to reduce handle time and improve consistency.

​
Tags

Tags let you categorize conversations for filtering, reporting, and workflow routing. To add a tag to a conversation:
  1. Open the conversation.
  2. Click Add tag in the conversation detail panel (usually the right sidebar).
  3. Select an existing tag or type to create a new one.
  4. The tag is saved immediately and appears in the conversation list.
You can filter the conversation list by tag using the filter controls at the top of the Inbox.

​
Internal notes

Notes are internal annotations visible only to your team — they are never sent to the contact. To add a note:
  1. Open the conversation.
  2. Switch the reply input to Note mode (look for the Note tab or toggle above the text input).
  3. Type your note.
  4. Click Add note.
Notes appear in the thread view with a distinct background color to distinguish them from sent and received messages. Use notes to hand off context when reassigning a conversation or to flag something for review.