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WhatsApp Inbox
Manage all your WhatsApp conversations in one place. View messages, reply to customers, and use AI-suggested responses.
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Overview
The WhatsApp Inbox is your central hub for all incoming and outgoing WhatsApp messages. Conversations are organized by contact, with the most recent at the top. The inbox updates in real-time as new messages arrive.
Reading and Replying
1
Select a conversation
Click a conversation from the list. The right panel shows the full message history with the contact.
2
Type your reply
Use the message input at the bottom of the conversation. Type your message and press Enter or click Send.
3
Send media or templates
Use the attachment icon to send images, documents, or videos. Use the template icon to send pre-approved message templates.
Info
If the 24-hour customer service window has closed (the contact has not messaged you recently), you must use an approved template to restart the conversation.
Using AI Suggestions
When an AI agent is configured for your channel, the inbox shows AI-suggested replies based on the conversation context and your knowledge base.
1
View AI suggestion
When a suggestion is available, it appears above the message input with a purple AI badge. Review the suggestion.
2
Accept, edit, or dismiss
Click the suggestion to auto-fill it into the input, edit it if needed, then send. Or dismiss it and write your own reply.
Tip
AI suggestions improve over time as your knowledge base grows. Add more articles to get more accurate suggestions.
Managing Conversations
1
Assign conversations
Click the assign icon to assign a conversation to a specific team member. This helps distribute workload and track ownership.
2
Close or archive
When a conversation is resolved, use the close action to archive it. Closed conversations can be reopened if the contact messages again.