The Inbox is your central hub for all customer conversations. It provides a WhatsApp-like chat interface where you or your chat agents can respond to customer messages in real time.
Inbox Layout
The Inbox has three panels. The left panel shows your contact list sorted by most recent activity, with unread message badges and message previews. The center panel is the chat window where you read and send messages. The right panel shows contact details including tags, notes, 24-hour window status, and quick actions.
Sending Messages
Click on a contact in the left panel to open their conversation. Type your message in the text box at the bottom and press Enter to send (Shift+Enter for a new line). Messages are delivered via the WhatsApp Business API.
The 24-Hour Messaging Window
WhatsApp Business API enforces a 24-hour messaging window. You can send free-form text messages only if the customer has messaged you within the last 24 hours. If the window has expired, you will see a yellow warning banner in the chat, and the text input will be disabled. You must use an approved template message instead — click 'Send Template' in the sidebar to select one.
Contact Details Sidebar
The right panel shows the selected contact's profile, including their name, phone number, and 24-hour window status (Active or Expired). You can add tags to categorize contacts, write notes for internal reference, send template messages, take over or resume the e-commerce bot, and block contacts.