Using the Inbox

Using the Inbox

The Inbox shows all inbound and outbound conversations across your connected phone numbers.

Conversations

Each conversation represents a thread with a single contact. Messages are grouped by contact phone number.

Replying

Click on a conversation to open it. You can reply with:

• Text messages — Free-form text replies (within the 24-hour window)
• Template messages — Pre-approved templates (anytime)
• Media — Images, documents, and videos

24-hour window

WhatsApp allows free-form replies only within 24 hours of the last customer message. After that window closes, you must use an approved template.