WhatsApp inbox

Every chat on the store's official WhatsApp number in one shared inbox: who wrote, what they said, who is handling it and whether the 24-hour window is open. Reply by typing, pick a canned reply or send an approved template when the window has closed; attach a photo or PDF; keep internal notes the contact never sees. A chat links to the customer, the lead and the service job, can be assigned and labelled, and becomes a lead in one click. Meta's template charges are recorded per message at cost, with no markup. Part of the WhatsApp inbox add-on; the number itself is connected under Settings → WhatsApp.

Steps

  1. Open WhatsApp → Inbox. The list shows every chat with its last message, the unread count, who it is assigned to and a dot: green while the 24-hour window is open, grey once it closed, red when the contact opted out. The tabs keep All, Mine, Unassigned, Unanswered or Closed; search a name, number, label or message.
  2. Open a chat: the messages with their ticks (sent, delivered, read), the links to the lead, customer or job, and the window line. Inside the window type and press Enter to reply; the paper clip attaches a photo or document.
  3. Type "/" and a shortcut (for example /ready) then Enter, or pick one from the lightning menu: the canned reply fills the box with the contact's name in place of {{name}}; press Send.
  4. Once the window has closed (24 hours after the contact's last message) only an approved template can go: pick it, fill its {{1}}, {{2}} values, check the preview and press Send template. A marketing template needs the contact's marketing consent, set under More → Consent.
  5. The note icon next to the box writes an internal note: it shows in the chat with a yellow background and never reaches the contact.
  6. Assign picks who handles the chat. More holds Labels, Make a lead (or opens the linked one), Link customer / lead / service job, the consent switches, the opt-out, Pin and Close chat. New chat starts a conversation with a number you type; the first message is a template.

Tips

  • A message to the store's number from a phone already on a customer or an open lead lands linked to them and assigned to the lead's owner; a new number gets a new chat named after the WhatsApp profile and a bell notification.
  • A contact who writes STOP, "unsubscribe", "إلغاء" or "توقف" is opted out at once and nothing more can be sent until the opt-out is lifted under More.
  • A template's cost appears on the message once Meta reports it delivered, at the rate card of the store's country converted to its currency; edit the rates under Settings → WhatsApp.

In the app, press F1 or ? on this screen to open this guide next to your work.

This guide belongs to the WhatsApp inbox module. Learn more

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