All your WhatsApp messages land in one team inbox, each conversation with an owner, so no message gets lost between staff phones.
All your customers' WhatsApp messages in one team inbox, with assignment and a status on every message, and the company number kept off staff phones.
13 tasks2 FAQs
What the system does
All WhatsApp messages on one team screen
Reply from the same screen
24-hour window protection
Assignment
Close and reopen
Connected to your other systems
Tasks
01How do I view customer chats via the unified inbox?
Open the Conversations & unified inbox page.
The conversation list appears in the side panel showing customer name or phone number, unread message count, and last message timestamp.
Click any chat to display the complete message thread and reply instantly.
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Inbox › Conversations
Permission needed
Customer conversations / View
02How do I reply to a customer WhatsApp message from the same screen?
On the Inbox page, select the customer chat.
Type your response in the "Type your reply..." field at the bottom of the conversation panel.
Click the Send button or press the keyboard shortcut Ctrl + Enter.
Message status updates immediately: (Pending, Sent, Delivered, or Read with double blue ticks).
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Inbox › Conversations
Permission needed
Customer conversations / Reply
03How do I claim an unassigned conversation and assign it to myself?
In the chat list within Inbox, activate the "Unassigned" filter.
Select the chat, and click the Take conversation button or reply to it directly.
The system assigns the conversation to you automatically and moves it to the "Mine" tab to inform the rest of the team that you are handling this customer.
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Inbox › Conversations
Permission needed
Customer conversations / Assign
04How do I assign a conversation to another team member?
On the chat panel in Inbox.
Click the Assignee field in the chat header.
Choose the team member or specialist and confirm; the chat transfers to their active queue immediately.
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Inbox › Conversations
Permission needed
Customer conversations / Assign
05How do I filter only conversations assigned to me?
At the top of the chat list on the Inbox page.
Click the Mine filter tab.
The system displays only chats assigned to you to streamline priority replies and eliminate distractions.
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Inbox › Conversations
Permission needed
Customer conversations / View
06How does a supervisor monitor all team and company conversations?
Viewing all conversations across all team members (open and closed) requires the view-all conversations permission reserved for customer service managers and supervisors.
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Inbox › Conversations
Permission needed
Customer conversations / See all conversations
07How do I navigate the 24-hour WhatsApp messaging window policy?
Meta enforces a 24-hour free-form communication window from the customer's last incoming message; once 24 hours elapse, the system automatically locks the free-text input and displays the alert "24 hours have passed since the customer's last message" to protect the company account from bans, requiring an approved template message or waiting for the customer to message again.
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Inbox › Conversations
Permission needed
Customer conversations / Reply
08How do I close a conversation after resolving customer inquiries?
On the conversation panel in Inbox.
Click the Close button in the top action bar.
The chat disappears from active chats and moves to the "Closed" archive to keep the inbox tidy.
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Inbox › Conversations
Permission needed
Customer conversations / Reply
09How do I manually reopen a closed conversation?
On the Inbox page, select the "Closed" filter.
Search for the customer chat and click Reopen to restore it to active queues.
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Inbox › Conversations
Permission needed
Customer conversations / Reply
10How do I search past conversations by customer name or phone number?
In the search box at the top of the Inbox page.
Enter part of the customer name or phone number (e.g., 05xxxx).
Matching conversations appear immediately with highlighted search terms.
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Inbox › Conversations
Permission needed
Customer conversations / View
11How does the inbox integrate with Customer Relationship Management (CRM)?
When a new phone number messages via WhatsApp for the first time, the system automatically creates a lead profile in CRM with a one-click button next to the chat window to convert them into a contact.
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Inbox › Conversations
Permission needed
Customer conversations / View
12How does the inbox integrate with the Helpdesk and ticketing module?
If the customer has an open support ticket, ticket details and ID appear in the chat sidebar; incoming customer messages are logged automatically as comments inside the ticket.
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Inbox › Conversations
Permission needed
Customer conversations / View
13How do I track delivery and read receipts for outgoing messages?
Beneath each sent message bubble in Inbox.
Precise delivery status icons appear: single grey tick (sent to WhatsApp servers), double grey ticks (delivered to customer device), double blue ticks (read by customer).
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Inbox › Conversations
Permission needed
Customer conversations / View
Frequently asked questions
What happens when a customer sends a new message after a chat is closed?
When the customer sends any new incoming message, the system automatically reopens the conversation, flags it as unread in the active chats list, and triggers sound and desktop notifications.
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Inbox › Conversations
Permission needed
Customer conversations / View
Why does the warning "WhatsApp is not connected" appear in the inbox?
This alert appears if integration credentials for WhatsApp Business Cloud API have not been configured or the company webhook endpoint has not been activated in technical integration settings.