At a glance
Overview
- 1 Open WhatsApp Suite → Chats / Inbox. The left list shows conversations; the center is the thread; Customer profile opens on the right.
- 2 Search or filter (Group, Campaign, Active / Expired / Unread). Open a chat to read and reply.
- 3 While the 24h window is Active, type a message or use Quick Replies, emoji, and attachments, then Send.
- 4 If Session expired, free-form reply is locked — use Send Template to Initiate conversation with an approved template to reopen the window.
- 5 Update status (Open / Waiting / Resolved or custom), optionally Assign Or Claim / Watch, and use Customer profile for notes and reminders.
Step by step
How to use Inbox
Reply, reopen sessions, organize status, and work with teammates.
Reply in the 24h window
Session replies stay available for 24 hours after the last customer message. The header shows 24h window with a countdown, or Session expired.
- 1 Open a conversation where the session pill shows Active / 24h window.
- 2 Write in the composer (placeholder: Write a message...), or pick a Quick Reply.
- 3 Optional: Add emoji, Attach file (Image / Video / Document), Send Template, or Catalog (if your plan includes it and the session is active).
- 4 Click Send. Delivery ticks and live updates appear in the thread; use the jump control when new messages arrive while scrolled up.
- 5 Toggle notification sound from the Inbox nav (not available on Safari) if you want an alert for new chats.
Reopen with a template
Outside the customer service window you cannot send free-form WhatsApp messages — only approved templates.
- 1 When you see Session expired (or filter the list by Expired), open the chat.
- 2 Click Send Template to Initiate conversation (or Send Template in the composer actions).
- 3 You leave Inbox for the Send Template campaign page with that contact preselected.
- 4 Pick an Approved template, fill media/variables if needed, and send.
- 5 After the template is delivered and the customer can reply again, return to Inbox — the 24h window is open for normal replies.
Status, filters, and bulk actions
Keep the queue tidy with statuses, unread controls, and multi-select actions.
- 1 Filter the list with Active, Expired, Unread, Group, Campaign, or search contacts/numbers.
- 2 In the thread header, use Update status → Mark open, Mark waiting, Mark resolved, a custom status, or + Add Custom Status.
- 3 Turn on Select conversations to multi-select, then Actions: Mark Open / Waiting / Resolved, Mark Read, or Delete Chat.
- 4 Manage Quick Replies from the composer (Quick Replies → Add reply) so common answers stay consistent.
Customer profile & team assignment
CRM context and collaboration live beside the thread. Team pool rules are configured under Team → Inbox assignment.
- 1 Click View customer profile for Reminders, Notes, Activity, Onboarding, and Follow-up tabs.
- 2 Add notes or reminders (+ Add), manage groups via Manage tags, and use suggested WhatsApp name updates when offered.
- 3 With team features on, use assignment chips All / Mine / Unassigned / Watching (Unassigned and All require View all chats or Admin), then Assign Or Claim, Assign to, Unassign, or Watch.
- 4 Open Team stats for Inbox team performance (open, claimed, resolved, reply times) and Export CSV when needed.
- 5 Chatbot → Transfer to Human hands chats into this inbox; message badges may show Chatbot, AI Chatbot, Meta Ads, or Campaign Reply.
Tips
- Quick replies keep tone consistent across agents — build them once, reuse often.
- Catalog send types (catalog message, single product, product list, catalog link) need an active session.
- There is no archive or pin for conversations in Inbox — use status and filters instead.
- Round-robin, auto-claim, and assignment pool settings live on the Team page, not inside the chat thread.